דרושים » מחשבים ורשתות » New Verticals Support Specialist

As a technical-oriented individual and a experienced manager, you are capable of resolving any technical issue with ease. Your exceptional customer service approach and effective communication skills help you to quickly solve problems at all levels of complexity, from the simplest to the most challenging. You are always eager to learn new things, and teach what you know, and have an innate drive for automation and continuous improvement of IT processes. You have a proven track record of working in a fast-paced environment and possess excellent diagnostic skills and leadership skills. You can quickly implement solutions and share your advanced technical knowledge in a simple and understandable manner.

Work from our Jerusalem office 5 days a week. (Possibility for 1 remote day a week).

You will :
Serve as the first point of contact with employees who need technical assistance via phone, chat, email, or remote access.
Provide quick resolution and excellent customer service.
Talk employees through basic problem-solving processes.
Provide on-site and remote support and maintenance of our various technologies. This includes installing, repairing, upgrading, replacing, and maintaining hardware/software and peripheral equipment.
Provide daily operational support for end-user devices, peripherals, and other related technologies that may be used daily and require hands-on support.
Support responsibilities include performing PC / laptops (Windows and Mac / OSX) upgrades / replacements, equipment moves, hardware installations, technology configuration & deployment along with providing support for locally installed software solutions.
Troubleshoot hardware and software issues, responding quickly and efficiently to questions from employees.
Efficiently respond to and use a ticketing system for support tracking
Research and evaluate new products and services that help keep our IT environment current.
Troubleshoot networking issues especially Cisco and Fortinet.

We are looking for a Technical Support Team Leader to play a critical role in ensuring the smooth operation of our product by managing support team processes, resolving technical issues, and improving customer experience. In addition to these responsibilities, youll act as a strategic escalation point for high-priority production issues affecting millions of dollars, bringing both tactical oversight and fast-tracked resolutions to protect our clients success and our reputation.

Responsibilities:
Lead the technical support team and provide assistance to our clients and employees across the company, experiencing issues with the company's products or services.
Guide your team to troubleshoot and resolve technical problems efficiently, investigate and analyze issues, and address them promptly while collaborating with tech teams.
Take ownership of new client technical onboarding, ensuring smooth operations.
Manage your teams escalations of complex issues to appropriate departments, ensuring timely resolution while overseeing the solution through to completion and quality assurance.
Work closely with various departments, such as Sales, Customer Success, and R&D, to address product-related issues and coordinate solutions.
Communicate with third-party vendors or service providers when necessary to resolve issues or obtain support.

As an IT Helpdesk Technician, youll play a pivotal role in ensuring that our IT infrastructure remains robust, accessible, and secure for all internal and remote employees. This position demands high expertise in troubleshooting various hardware, software, network, and SaaS application issues. Your ability to resolve technical problems quickly and effectively will directly support our companys mission of operational excellence and security.

Key Responsibilities:
Manage, prioritize, and resolve incoming IT support requests through the ticketing system, maintaining clear and effective communication with end-users.
Diagnose and resolve complex issues related to hardware, software, networks, and SaaS applications with precision and efficiency.
Provide high-quality technical support to diverse internal and remote employees, ensuring swift and professional issue resolution.
Identify recurring issues and work proactively to prevent future occurrences, enhancing system reliability.
Maintain accurate records of troubleshooting and resolution processes. Create and update documentation to support knowledge transfer within the IT team.

The Delivery Department oversees the full spectrum of customer deployments, including new and extended implementations, and manages all operational activities critical to ensuring the stability and performance of products.
The Technical Support Engineer will join a highly skilled and technically proficient team working in a dynamic environment.
Technical Support Engineer:
Primary Responsibilities:
Customer complaint handling: Investigating complex escalations that were not resolved by customer support. This involves working closely with Support, Engineering, and Customer Success and communicating directly with the customer.
Customer Site Management: Oversees and manages operations related to the support, maintenance, and stability of environment at customer sites.
Customer Site Monitoring Escalation Point: Lead deep investigations understanding Service impact incidents and mitigate them.
Responsibilities:
The Technical Support Engineer is responsible for the day-to-day operations and maintenance of production services and systems. This includes Performing comprehensive troubleshooting of production issues to identify and resolve complex support issues escalated by support team in a timely manner.
End-to-end ownership and management of assigned investigations to ensure they meet service agreement level while ensuring top-notch service and customer satisfaction.
Monitor and analyze production data to identify opportunities for improvement and communicate these insights to the engineering teams.
Fine-tuning the system based on performance
Extend/Create Dashboards for investigations and Troubleshooting
Configuration updates
Identify Gaps in services monitoring and improve them.
Analytics on System Health, Site performance, Quality of Tickets
Feature enablement/Disablement.
Provide technical deep-dive troubleshooting with global clients
Providing product feedback and insights to internal teams
Managing internal projects related to support, such as training and support readiness for release

We are looking for an enthusiastic IT Support Specialist to provide technical IT support to company employees.

Key Responsibilities
Provide IT technical support to the company employees (software, hardware, security, network, etc.)
Manage IT Support tickets queue according to the companys SLA and KPIs in order to provide quick, efficient and professional support
Work in accordance with IT policies and guidelines (SLA, KPI's, etc.)
Administration and maintenance of IT on-prem and cloud systems (Google Workspace, BOX, Slack, Asana, etc.)
Research and recommend innovative solutions and, where possible, automated approaches for IT tasks
Troubleshoot, investigate and solve complex IT issues related to:
Computers and servers software (systems configuration, software management)
Computers and servers hardware (upgrades, maintenance & replacement )
Operating systems (Windows ,MacOS)
Network infrastructures (LAN, WAN, VPN)
Company IT systems and business applications
Support & implement new technologies/systems
Other duties as needed or assigned

Were looking for an Escalation Operations Specialist who thrives at the intersection of customer success, product, and engineering. In this role, youll take ownership of the entire escalation lifecycle, drive improvements through automation and AI, and play a key role in delivering seamless customer experiences. Youll work cross-functionally with Customer Success, Product, and R&D teams to ensure issues are resolved swiftly and collaboratively. This role is ideal for someone who loves managing complex project.

Responsibility:
Escalation Process Management: Oversee the customer success escalation process end-to-end, ensuring timely and effective resolution of customer issues, requests, and bugs.
Customer Issue Resolution: Reduce and improve customer MTTR (Mean Time to Resolution) by managing bugs and feature requests with R&D, ensuring proper prioritization and follow-up.
Deprecation & Product Changes: Lead communication and coordination for product deprecations and changes. Ensure clear and professional messaging to customers regarding actions and updates.
Cross-Functional Collaboration: Partner closely with CS, Product, and R&D teams to drive escalations to resolution and manage technical projects requiring multi-team involvement.
Project Management & Tracking: Utilize Jira and other project management tools to effectively track, manage, and report on escalations and related tasks.
Automation & AI Integration: Leverage automation tools and scripts to reduce manual effort and streamline workflows. Use AI tools to enhance escalation handling and support processes.
Operational Process Improvement: Continuously refine escalation workflows, introduce best practices, and improve overall operational efficiency.
Escalation Training & Guidance: Collaborate with Customer Support to ensure proper handling of escalations. Mentor and guide the team onmanaging high-priority and complex issues.

We're looking for an experienced and ambitious and highly motivated technical integration lead to join our integration group.

The Integration Lead is responsible for overseeing and managing the integration of systems, processes to ensure seamless operation and alignment with the customers' business objectives.

This critical role ensures that integration projects are executed efficiently and effectively, aligning technical solutions with business goals and ensuring a smooth transition for all involved parties.

On your day-to-day work, you will involve leading technical scrum team, coordinating with stakeholders, and ensuring that integration projects are completed on time, within scope, and to the highest standards of quality.

You'll be focuses on the technical and operational aspects of integration, ensuring that the different components fit together seamlessly.

Youll work closely with the customer to define the needs, collect the requirements, and manage the integration backlog.

Youll work with the project senior management and other key stakeholders to help optimize the delivery pipeline and ensure on-time delivery.

What youll do:

Team /Resource Management
Allocate and manage resources effectively, including team members, budget, and tools.
Ensure that the team has the necessary skills and knowledge to execute the integration.
Lead mentor and support a technical integration scrum team.
Assist in training and mentoring the team members
Administrate the project integration program, build a working plan by the teams capacity.
Project Planning and Strategy:
Develop a detailed project plan that outlines the scope, goals, timeline, resources, and budget for the integration.
Lead the A&D phase to collect the customers' requirements.
Define integration objectives and success criteria in collaboration with stakeholders.
Identify potential risks and develop mitigation strategies.
Monitor integration processes to proactively address issues and minimize disruptions.
Work closely with technical teams to understand system requirements, data flow, and integration points.
Ensure that technical aspects of the integration are executed according to best practices and standards.
Delivery
Maintain comprehensive documentation of integration plans, processes, release notes and outcomes.
Ensure that the integration meets quality standards and performs as expected.
Conduct testing and validation to verify that integrated systems and processes are functioning correctly.
Stakeholder Management:
Identify and engage with internal and external key stakeholders
Communicate regularly with stakeholders to provide updates, gather feedback, and address concerns.
Customer relationship
Be in direct contact with the customer stakeholders and maintain a professional Customer relationship
Be supportive and maintain the integration customers success.

Location: Holon.

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

We are currently seeking an IT Support Engineer for the IL region to. This role is pivotal in expanding our local IT presence and collaborating with our global IT team.
Our IT team is dedicated to providing top-notch support to all employees globally. We equip with the technical resources necessary for thriving and growing. From first-level support to managing and standardising major information systems, our team is integral to the organisation, collaborating closely with all departments. As a core part of our Engineering group, the whole IT team is poised to support our company's global growth.
A positive attitude, enthusiasm, and a strong willingness to learn are key in this role. You will resolve technical issues autonomously while eagerly developing your skills and knowledge.
Good troubleshooting skills and familiarity with common operating systems and applications are essential.
We encourage you to bring energy and dedication to your work, take initiative, and seek opportunities to grow and push your boundaries. We will also highly encourage your passion for improving user support and commitment to moving forward.
Join us in this exciting opportunity to drive IT excellence and support our growth across the globe.
About the opportunity
Work with a dedicated team handling a crucial aspect of our company, facing attractive challenges to prepare for our next growth phase
Play a vital role in building and growing a key business area by supporting our local users during this period
Engage closely with all departments to facilitate company growth and support the development of our business
Scale the region and enhance our local IT presence, ensuring robust support for our growing operations
What will you do?
Provide day-to-day technical support in IL and across the globe.
Monitor the vulnerability tools and react on exploits.
Support the process of requesting/granting access and permissions to internal users.
Document, track, and monitor users problems to ensure swift resolution through common user request management systems (Ticketing, Slack, etc.).

A fast-growing tech company in the automotive space with hubs across the US and Israel. We are disrupting the multi-trillion dollar transportation industry with our advanced Customer Data Platform (CDP) . Our work happens in the fast lane as we bring AI-powered, data-driven solutions to a quickly evolving industry.

Our team at made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal-driven, and, at our core, we believe every voice has value and can impact our bottom line.

If you are a creative, solutions-oriented individual who is ready to put your career in drive,the place for you!

We are looking to add a Tier 2 Technical Support Specialist to our team!

In this role, you will be responsible for troubleshooting and resolving high priority issues while interfacing with the engineering team for escalating bugs and completing customization requests. You will be the point of liaison between our US-based market and our Israel-based development team. The role requires a strong service orientation with excellent communication skills, attention to details, and independent problem-solving skills.

You will be part of our global Support team (Israel and US) and be reporting to our Manager of Technical Support (based in the US).

What you will be responsible for
Ensure a timely and quality resolutions of our customers open issues using our ticket systems, emails, and other available resources
Act as the bridge between the Support team (based in the US) and the R&D team (based in Israel)
Identify recurring issues that impact customer service quality and proactively suggest and implement solutions
Collaborate with the R&D management to create workflows that improve issues resolution and overall customer satisfaction
Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members
Why you should join us
Family-friendly environment and flexible working hours
An awesome global team of forward-thinking, innovative go-getters
Integrate with tech titans: work directly with APIs from Google, Facebook, Microsoft, and more
Be part of a rapidly scaling company poised for the future
Learning and growth opportunities within a fast-paced tech startup environment
Clear career advancement path for strong performers
We are committed to setting each other up for success. As a member of our team, you will work in an environment that encourages growth, initiative taking, and continuous mutual feedback in order to reach your full potential.
Cibus and lots of yummy treats

Were looking for someone to manage the technical and operational aspects of our virtual event platforms.

In the first 2-3 months, you will learn all there is to know about our Virtual Event platforms, covering configurations, various site operations, and implementation tasks. After successfully completing our training program, you will join our Technical Implementation team, where youll lead projects and manage event operations on our Virtual Events.

This is a full-time, hybrid position with flexible work hours. As we operate globally, occasional weekend, holiday, or late-hour work may be necessary to meet the demands of our operations.

The Day-to-Day:
Manage all site operation tasks, including event planning and monitoring, configuration, content upload, site mapping, and quality assurance pre, during, and post events.
Handle integration configurations to ensure seamless connectivity with other platforms and services.
Serve as the primary technical contact for customers and the delivery team on internal and external projects, ensuring optimal product utilization while demonstrating self-management and leadership.
Contribute to the continuous expansion and improvement of our knowledge transfer, documentation, and processes.
Support team members in a collaborative environment, sharing knowledge and stepping in as needed.