דרושים » תוכנה » Senior Escalations Engineer (Tier 4) Core

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at our company.
If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.
Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

About PayEm PayEm is revolutionizing spend management with an all-in-one platform that empowers finance teams and employees alike. Our intuitive solution includes corporate cards, custom approval workflows, automated invoicing, ERP -integrated budgets, and more all designed to reduce manual work while maintaining transparency and control. Were a fast-growing startup with a global presence, hundreds of customers, and a mission to reshape the future of finance operations. Join our customer-obsessed team and be part of something big.
 
Advantages:
Bonus Points For:
* Familiarity with key FinTech concepts like payment rails (ACH, SEPA, SWIFT), Reconciliation, KYC and currency/fee management.
* Experience in ERP integrations, or accounting platforms.
* Interest in growing into Tier 3 technical roles or Customer Success.
Why Join Us?
* Be part of a high-impact team supporting world-class customers
* Join a rapidly growing startup in the heart of the FinTech revolution.
* Gain exposure to cutting-edge technology, industry best practices, and top-notch mentors.
* Enjoy a culture of autonomy, curiosity, and innovation we care about your growth as much as you do. If youre passionate about helping customers succeed, eager to solve technical challenges, and excited about joining a collaborative, dynamic environment we want to hear from you.
About The Role:
About the Role Were looking for a Technical Customer Support Engineer whos eager to learn, grow, and support our customers on their journey with PayEm. This is a key role in ensuring technical issues are addressed efficiently and effectively, enabling our customers to succeed while learning the ins and outs of a world-class fintech platform. Youll be the first line of Technical Support, helping troubleshoot product issues, answering customer inquiries, and working closely with Tier 3 support, Engineering, and Product teams to ensure satisfaction and resolution. What Youll Do Be the first responder to technical inquiries via email and ticketing systems, ensuring timely and clear communication. Investigate product issues using available tools (logs, dashboards, backend tools); escalate when necessary. Triage and document reported issues to assess severity and resolution paths. Proactively follow up with customers to ensure resolution and satisfaction. Collaborate with Tier 3 Support, Product, and Engineering teams to close the loop on customer-impacting bugs. Contribute to internal and external knowledge resources (FAQs, troubleshooting guides, documentation). Gain deep familiarity with the PayEm platform through hands-on support and training.

We are seeking a proactive and detail-oriented Customer Success Automation Engineer to join our growing team.
The ideal candidate will have a strong technical background combined with a passion for enhancing customer experience through automation. This role will focus on developing and implementing automated solutions to streamline customer success processes, improve efficiency, and drive customer satisfaction.
Key Responsibilities
Develop and Implement Automation Solutions: Design, develop, and deploy automated workflows to optimize customer success operations.
Process Improvement: Identify opportunities for automation within customer success processes and implement solutions to improve efficiency and customer satisfaction.
Technical Support: Provide technical expertise and support to the customer success team in utilizing automation tools and systems.
Data Analysis: Analyze customer data to identify trends, patterns, and areas for improvement. Use data insights to drive automation strategies.
Collaboration: Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to understand customer needs and develop appropriate automated solutions.
Documentation: Create and maintain documentation for all automation processes and workflows.
Training and Support: Train and support customer success team members on new automation tools and processes.

Were looking for a visionary Support Engineer Tier 1 to join the our company team. In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our company customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support Services.

Required Customer Success Engineer
Requirements
As a Technical Support, you will be regarded as a 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.

We are growing fast and were looking for a sharp, calm-under-pressure Escalation Engineer to join the team and make an immediate impact.
Were passionate about building software that solves problems. We count on our performance and stability engineers to empower our users with a rich feature set, high availability, and stellar performance level to pursue their missions. As we expand our customer deployments, we are currently seeking experienced stability and performance engineers to deliver insights from massive scale data in real time. Specifically, we are searching for someone who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world solutions and positive user experiences at every interaction.
In this role, you will serve as an escalation point within our organization, providing rapid response to emerging issues with both our application and platform. Escalation Engineers are first responders who handle emergent issues proactively where possible and reactively where necessary, joining critical customer calls on-demand to quickly diagnose and resolve urgent issues. Through the use of monitoring tools and extensive communication with other teams, it is your role to provide solutions-focused direction while remaining calm, cool, and collected. This role requires a high degree of context-switching and a love for a fast-paced, high-impact work environment.
Responsibilities:
Act as a primary escalation point for complex issues that cannot be resolved by Technical Support Engineers
Rapidly triage and analyze complex system/software related issues including outages, performance issues, and business blockers
Triage information from multiple sources to spot and respond to trending issues and wide events
Immediately join customer calls with customer IT teams, and provide solutions to and analysis of high-urgency issues relating to system and/or software.
Use proactive tools to respond to and resolve priority issues
Evaluate performance issues and make resource adjustments to customer environments
Occasionally respond to off-hours incidents during major outages.
Collaborate cross-functionally with support, engineering, and DevOps teams.

We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
You will be part of:

Strategic Leadership

Refine and implement a comprehensive customer support strategy aligned with company goals and customer needs.
Refine and report on key performance indicators (KPIs) and service level agreements (SLAs) for the support organization.
Analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for proactive support.
Collaborate with Customer Success, Product, Engineering, and Sales teams to ensure seamless customer journeys and effective issue resolution.
Stay abreast of industry best practices in customer support and application security trends.
Team Management & Development

Recruit, train, and mentor a team of highly skilled and customer-focused support professionals.
Foster a culture of continuous learning, professional development, and customer advocacy within the support team.
Conduct regular performance reviews and provide constructive feedback to team members.
Ensure adequate staffing levels and efficient resource allocation to meet customer demand.
Operational Excellence

Optimize support processes, workflows, and tools to improve efficiency, effectiveness, and customer satisfaction.
Oversee the management of our knowledge base, FAQs, and self-service resources to empower customers.
Implement and manage support technologies (e.g., ticketing systems, remote support tools).
Handle escalated customer issues and ensure timely and satisfactory resolution.
Develop and maintain documentation for support procedures and policies.
Customer Experience

Champion a customer-centric approach throughout the organization.
Act as a voice of the customer within the company, advocating for product improvements and enhancements based on support insights.
Proactively identify opportunities to enhance the customer experience and build strong customer relationships.

Were looking for a highly motivated Technical Support Engineer to join our team and help us shape the future of internal developer portals, while helping our users get the most out of us - troubleshooting issues, advising on best practices, and directly influencing how we improve the product

Acting as a key link between our users and our engineering team, you'll help shape both customer experience and product direction through problem solving and collaboration. If youre passionate about solving complex technical problems, thrive on collaboration, and want to contribute to the future of platform engineering, we want to hear from you.

What youll do:
Act as a trusted advisor: Support our users as they integrate with technologies like Kubernetes, Terraform, and Cloud Platforms (AWS, GCP, Azure).
Resolve issues end-to-end: Triage, investigate, and resolve technical support tickets. Escalate when necessary while owning follow-through.
Collaborate cross-functionally: Work closely with R&D, Product, Sales Engineering, and Customer Success to deliver a seamless support experience.
Be the voice of the customer: Surface trends, bugs, and usability pain points to Engineering and Product teams.
Contribute to knowledge: Build and improve internal and external documentation, tutorials, and troubleshooting guides.
Continuous Learning: Stay up to date with the evolving DevOps ecosystem and continually deepen your knowledge of integrated tools and services.

As part of our rapid growth, we are looking for an IT Support Engineer to join our team in Tel Aviv.
The IT Support team is the backbone, ensuring our employees have the tools and support they need to be successful. We are dedicated to providing exceptional technical assistance, resolving complex issues, and empowering our team to focus on their core responsibilities.
As a Support Engineer Level II, you will contribute to our IT support team, providing advanced technical support and acting as an escalation point for complex issues. Your ability to analyze and resolve technical problems effectively will be essential to maintaining high levels of employee satisfaction.
We are seeking a technically proficient and customer-oriented individual to join our IT support team. The ideal candidate possesses a strong technical foundation and has a proven ability to resolve complex issues.
This role requires 3-4 days per week, starting with a 5am shift and working the remaining days from the Tel Aviv office on a 9 am to 6 pm shift.
What You'll Do-
Provide expert-level support for endpoint devices (Mac & Windows), applications, and advanced technologies.
Troubleshoot complex IT incidents and ensure timely resolution, independently and in collaboration with IT Engineering.
Serve as the escalation point for IT support issues across the company.
Manage employee onboarding and offboarding, including hardware provisioning and access setup.
Administer and support core IT systems (Okta, Google Workspace, Zoom, Slack, Zendesk).
Oversee office IT infrastructure (AV, desk setups, networking) at our locations.
Maintain and update our internal knowledge base and troubleshooting documentation.
Identify opportunities to improve internal processes and drive operational efficiency.
Ensure compliance with IT security policies and procedures.
Take part in an on-call rotation to handle urgent issues 24/7.
Track tasks and tickets via Jira/Zendesk, reporting regularly to IT leadership.
Assist with hardware lifecycle management, including device imaging, deployment, and decommissioning.

We are looking for a Technical Support Engineer to join our support teamsomeone who is passionate about networking and cybersecurity.
The ideal candidate is customer-focused and proactive, with a strong desire to help customers and partners resolve complex technical issues. In this role, you will apply your expertise in network and security troubleshooting to deliver high-quality technical support through chat, phone, and email.
Key Responsibilities
Provide Technical Support via chat, phone and email to customers and partners
Provide assistance with configuration, troubleshooting and best practices to customers and partners
Managing support service requests to ensure issues are recorded, tracked, resolved, and follow up are done in a timely manner.
Provide fault isolation and root cause analysis for technical issues.