דרושים » תוכנה » Customer Implementation & Support Engineer

We are seeking an experienced Customer Support and Implementation Engineer to join our team. In this role, you will provide technical assistance to customers, and diagnose and troubleshoot software, and hardware-related issues, upgrades, and new implementations to ensure effective solutions to customer concerns. This position requires a strong technical skill set, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.
Responsibilities:
Install and upgrade the customer environments with the solution
Provide technical assistance to customers
Diagnose and troubleshoot software and hardware-related issues
Deliver solutions to resolve customer concerns effectively
Keep accurate records and document customer issues and resolutions
Collaborate with internal teams for efficient problem resolution.

We are looking for an experienced Technical Support Engineer who will act as the first point of contact for any question raised by our customers, as well as proactively monitoring systems. Youll be part of a technical team solving complex issues, working with bleeding edge technology, and keeping our customers satisfied and informed. This position is based in Ramat Gan and we operate on a hybrid model (3 days at the office/2 days remote).

What youll do:
Respond to customer technical support requests via phone, email, and ticketing system (Zendesk) in a timely and professional manner.
Proactively diagnose and resolve complex technical issues related to software, and application problems.
Taking disparate and undefined customer issues and breaking them down in order to escalate and communicate issues clearly in a technically clear manner to R&D when necessary you can clearly match issues to the appropriate system components, collect logs, run tests and replicate issues.
Document with extreme clarity all customer interactions and solutions in a ticketing system for tracking and following-up creating and updating help document processes, how-tos etc.
Work closely within workgroups and ad-hoc with other teams such as Product, R&D, and Operations to ensure customer issues are resolved promptly and effectively.
Participate in on-call/shift rotation and provide ad-hoc after-hours support for projects as needed.

We are seeking a hands-on, customer-focused Technical Support Team Lead to manage and scale our Tier 12 support operations. You will lead a team of support engineers, drive operational excellence, and serve as the escalation point for complex issues. This role is critical to ensuring Shields customers receive timely, high-quality support across our SaaS platform.

What youll do:
Lead and mentor a team of technical support engineers based in Israel and Portugal, ensuring SLA adherence and high customer satisfaction.
Serve as the first escalation point for complex technical issues, coordinating with Tier 3, R&D, and DevOps as needed.
Oversee incident triage, classification, and resolution using Zendesk and internal tools.
Maintain and improve support workflows, including ticket hygiene, backlog management, and knowledge base usage.
Collaborate with Product, Engineering, and Customer Success to escalate bugs, prioritize fixes, and improve product usability.
Monitor support KPIs and generate reports to identify trends, gaps, and opportunities for improvement.
Participate in hiring, onboarding, and training of new support team members.
Contribute to the development of internal SLAs and support playbooks.