דרושים » תוכנה » Product Support Manager

We seek a customer-focused Technical Support Engineer to join our dynamic support team.
As a Technical Support Engineer, you will provide exceptional technical assistance and troubleshooting to our clients, ensuring their seamless experience with our platform. Your expertise and dedication will be crucial in driving customer satisfaction and loyalty.
In this role you will:
Develop a deep understanding of our data integration platform, staying up-to-date with new features and enhancements
Deliver timely and effective technical support via various channels, including ticketing system and online meetings, addressing inquiries, issues, and concerns promptly and professionally.
Investigate and resolve technical problems reported by clients, escalating complex issues to the appropriate teams for resolution.
Collaborate closely with cross-functional teams, including product development and engineering, to ensure prompt issue resolution and continuous product improvement.
Assist in conducting product training sessions for clients, empowering them to utilize our platform efficiently.
Accurately document support cases, tracking their progress from initiation to resolution and keeping clients informed throughout the process.
Contribute to the development and maintenance of our knowledge base, creating helpful articles and resources for self-service support.

As a Solution Engineer
, you will play a pivotal role in partnering with our sales team and customers to provide innovative technical solutions. Your expertise in areas such as Rabbit MQ, scripting languages, cloud and Kubernetes platforms, and database querying will be instrumental in driving successful customer integrations and enhancing our product offerings.

Sales Collaboration: Join sales calls globally to address technical queries and design tailored technical solutions.

Customer Testing Support: Guide customers through testing phases, tackling complex technical challenges to improve conversion rates and reduce testing duration.

Integration Leadership: Partner with Customer Success Managers (CSMs) during customer integration phases, leading technical processes for a seamless and efficient experience.

Process Enhancement: Document customer interactions, reflecting insights to the product team, and collaborating on technical documentation, SDKs, and best practices.

Responsibilities:

Pre-Production Testing: Conduct necessary tests with customers pre-production, and drive product and R&D teams to develop tools enhancing this process.
Technical Account Management: Act as a technical account manager, participating in regular calls with the CSM team.
Proactive Monitoring: Monitor customer behaviors such as usage patterns and API interactions, proactively addressing potential issues with the CSM team and customers.
Support Team Escalation Point: Serve as the escalation point for the support team for connectivity and API-related issues.

We are looking for a Tier 1 Support Agent.
As Tier 1 support agent, you will serve as the front line to our valued customers. Youll receive, analyze, and resolve customer requests via our live chat and ticketing system.
You will communicate with customers, to help them create websites by asking technical and professional questions.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll learn about our technology and collaborate with support professionals from around the world to improve the creative process that defines tomorrows web.
Responsibilities:
Receive, analyze, and resolve customer requests via live chat and ticketing
Determine the best course of action that will lead to the quick and successful resolution of customer requests
Solve customer problems in a professional, empathetic, and courteous way
Continuously learn about our new features and apps in a highly dynamic environment.

We are looking for a Tier 1 Team Leader.
As Tier 1 Team Leader, youll oversee the daily operations of one of our Tier 1 technical support teams.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll lead a team of tech support agents, ensuring they meet our KPIs to provide optimal customer support. Youll collaborate with our global team to continuously enhance our users customer experience.
Responsibilities:
Oversee the day-to-day operations of your team
Provide direct supervision of technical support staff, including recruitment and evaluations
Mentor your team members and provide oversight, coaching, and training to meet KPIs
Collaborate with other team members and departments to generate greater knowledge and enhance customer experience