דרושים » הנדסה » Technical Customer Support Engineer

Requirements:
5+ years of experience in B2B SaaS technical support at a Tier 3 level (or a similar role) for international customers must
Strong expertise in network protocols, VPNs, and troubleshooting must
Experience with software debugging, log analysis, and scripting (Python/Bash) must
Excellent communication skills and ability to work in a fast-paced, team-oriented environment must
Experience with Linux, SaaS environments, cloud environments, and networking technologies strong advantage
Familiarity with IPsec protocols, VPN tunnels, Wireshark, and BGP advantage
Highly customer-oriented, with a focus on customer satisfaction beyond just technical resolution
Self-motivated and capable of quickly learning new technologies
Ability to multi-task and work independently under pressure.

Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field.
6-10 years of experience in a technical support role for SaaS software.
Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
Knowledge of Git and its processes.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced environment and handle multiple priorities.
Proven track record of delivering exceptional customer support.
Experience working with APIs
Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g. Grafana) for identifying and resolving issues.
Experience using a support ticketing tool (i.e. Zendesk)

Requirements:
As a Technical Support, you will be regarded as a company product expert and, as such, you will be involved in daily technical operations and escalations. The main responsibilities include performing customer installations and technical evaluations, developing and testing and solutions in strategically and tactically significant applications and use cases, including File protocols, Machine learning, Object Storage, and high-performance computing, at customer sites and in the lab. You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team.
Required skill set:
Overall 3+ years of experience in customer-facing, pre-sale/post-sale positions working with complex IT solutions.
Extensive knowledge and experience in the enterprise IT infrastructure, networking and storage space is required, along with a broad understanding of the enterprise software world.
Significant experience required in the areas of file systems and scale-out NAS Implementation
An advantage to candidates that have In-depth knowledge and hands-on experience with S3 and high-performance computing.
Excellent written and verbal communication and presentation skills.
An advantage to candidates that have hands-on lab and hardware management experience.
An advantage to candidates that have experience working in a rapidly growing entrepreneurial, dynamic start up.
MS or B.Sc. in CS, CE, EE or related fields.
Ability to travel. To be successful in this role, you will need to travel around 20% of the time.