דרושים » תוכנה » Technical Support Engineer- Tier 2

We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions. This role is more than just troubleshootingit's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.

What You'll Do:

Customer Support & Troubleshooting:

Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:

Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:

Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:

Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

Required Technical Support Engineer
Tel Aviv District, Israel
About the job
As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues, particularly those related to data synchronization with ERPs, banks, and third-party systems, while delivering an exceptional customer experience.
In this role, you will be responsible for:
Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
Provide expert technical support on Integrations with different ERPs (NetSuite, QuickBooks, Sage Intacct, etc.), Cards products, and REST APIs while working closely with internal operational teams to ensure seamless customer resolution.
Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions.
Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
Maintain internal documentation and actively contribute to knowledge-sharing across the team.

The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at our company's. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross-functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with the Prisma Access Browser product the industrys only SASE-native secure browser.
Your Impact
Learning the product by handling cases escalated from the support teams, before they reach Engineering. Creating and developing enablement materials for Support - troubleshooting docs and processes.
Identifying widespread issues, sending guidelines and communicating updates
Identify supportability and usability requirements for new releases during the design phase as well as post GA via enhancement requests
Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on our company's new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
Develop tools for TAC For better visibility and troubleshooting
Monitor and identify case trends. Sometimes there are opportunities to catch a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security.

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 Port - 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 \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.

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless company ronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.
THE ROLE:
We are seeking a highly experienced Technical Field Architect to join our CTO team, working onsite in our Tel Aviv and Haifa offices in Israel. This is a critical role, facilitating communication and product adoption by the Office of the CTO and other field teams by working closely with our R&D teams to bring product development advances to the field.
The ideal candidate will have a deep understanding of both GTM and R&D processes, and be able to dive into the technical details of new products as they are developed. This person will communicate regularly with colleagues in the Office of the CTO, as well as sales engineering leaders and product management, to ensure rollout of releases and features are well-understood by our company field teams and their customers. This person will work with the field and customers to ensure features are developed with customer requirements in mind, and work with engineering and architects to understand the detailed implementation of features.
Responsibilities:
Regularly meet with R&D teams responsible for feature design and development, ensuring alignment with customer requirements and field teams
Understand and help document product development and release processes and timelines
Develop and lead technical presentations for field teams
Work closely with colleagues in both R&D and the Office of the CTO to streamline communication and establishing close alignment
Install pre-release SW and give engineering feedback.

A cutting-edge network security solutions provider, is at an exciting time in its history and is growing fast! We cherish the spirit of friendship, growth, excellence, transparency, and perseverance.
We are seeking an experienced Support Engineer to be at the forefront of providing innovative and empathetic technical support to our customers. You will play a crucial role in ensuring customer satisfaction and driving the continuous improvement of our products and services. If you are a technical Support Engineer professional with a passion for working in a fast moving company, building a new support practice, and a challenging problem space in the cybersecurity industry, we invite you to join our team. Together, we can shape the future of network security.
Responsibilities:
Problem Solving: Diagnose and resolve technical issues, providing timely and accurate customer support.
Collaboration: Work closely with cross-functional teams to enhance product functionality and resolve customer challenges.
Growth-Oriented Mindset: Continuously seek to improve your technical skills and knowledge, embracing our culture of learning and personal development.
Quality Focus: Uphold high standards of service, striving for excellence in every customer interaction.
Transparency and Communication: Maintain clear, empathetic, and effective communication with customers and team members.
Perseverance: Tackle complex problems with a can-do attitude, demonstrating resilience in the face of challenges.

Our global operations continue to expand, and were looking to grow our support team with hard-working, tech-savvy support agents to be part of this journey.
As a key player in the fleet mobility industry, we need service-oriented, self-motivated individuals with excellent organizational skills and a willingness to learn new technologies.
This is a fast-paced role where providing top-tier technical support is essential. You'll also play a key role in sharing product feedback based on client pain points and contributing to various initiatives that drive our growth.
The position is shift-based and requires work during weekends.
What You'll Do
Serve as the frontline technical problem-solver for high-value enterprise customers, diagnosing and resolving complex product issues under pressure
Apply advanced troubleshooting techniques to tackle challenging technical problems when standard solutions fail
Master our company's entire product ecosystem and continuously expand your technical knowledge to stay ahead of evolving features
Collaborate directly with Product and R&D teams to investigate critical bugs, escalate urgent customer pain points, and influence product development
Take part in customer meetings, help with integrations, and dive deep into real-world use cases to understand exactly how our solutions are being implemented with our products.
Provide expert guidance on product configuration to optimize performance for each customer's unique environment.

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's data management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless company ronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.

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.

unified payments, payouts and fintech on one worldwide platform, and were assembling the worlds best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at are limitless. We believe in straight talk, quick decisions, strong execution and elegant solutions. is where hard work pays off and careers take off. Join us and lets build the future of fintech together. Get the tools to grow globally at Follow: Blog Insta LinkedIn twitter As a Technical Support you will:
* Handle customer requests professionally, maintaining SLAs and high satisfaction rates
* Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.)
* Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions
* Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk
* Communicate clearly and empathetically with customers via HubSpot, phone, and email
* Verify functionality in Sandbox and Production environments to support accurate issue resolution
* Document solutions, best practices, and contribute to the internal knowledge base
* Support and guide Tier 1 agents, acting as their escalation point
* Assist with the onboarding and training of new Tier 1 agents