דרושים » הנדסה » Support Engineer

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.), our company 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.

we are seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.

Responsibilities:

Customer Support:

Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:

Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:

Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:

Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:

Contribute to the development of documentation to streamline support processes.

Required Technical Support Engineer- Tier 2
Description
We are redefining trust in blockchain through advanced, integrated security. Our on-chain security platform is trusted by leading Web3 companiesincluding Coinbase, MetaMask, Uniswap, Backpack, Stellar, and othersto detect, understand, and automatically prevent or minimize the impact of fraud, scams, hacks, and financial threats.
We are backed by top-tier global investors including Sequoia Capital, Ribbit Capital, and Cyberstartsfirms known for supporting the most innovative and influential companies in technology and cybersecurity.
As the Technical Support L2 Engineer, based in Tel Aviv, you will have the unique opportunity to build and scale our L2 support function from the ground up and be a part of the Blockchain security future . Reporting to the Head of Customer Support, you will help our customers with their most pressing issues, protecting end-users from being scammed, creating real impact.
This role is meant for a true builder. As the first hire, youll be a major player in building the support process for cutting edge new Blockchain security products, becoming subject matter expert and trusted advisor for our customers, engaging directly with our engineering and product team, and learning our product directly from them.
What Youll Do -
Provide expert-level technical support for our applications, diagnosing and resolving complex issues with aggressive resolution times.
Analyze sophisticated problems related to system performance, configuration issues, API integrations, Web3 security threats, and blockchain-related incidents.
Monitor system performance metrics, API health, and security incident alerts.
Serve as the primary point of contact for escalated customer issues, maintaining clear communication with stakeholders.
Coordinate with Engineering, Product Management, and Field Services teams to resolve complex technical challenges.
Identify opportunities for the support team to take on additional responsibilities and develop subject matter expertise.
Create and maintain comprehensive playbooks, troubleshooting guides, and internal documentation.
Develop tools and automation to improve support efficiency and reduce resolution time.
Maintain strict compliance with security policies and procedures, particularly when handling sensitive customer data.

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.

We're looking for an experienced Technical Support Team Lead to grow our support team responsible for one of most critical platforms. This platform powers secure financial features used daily by millions of customers. Your team will handle escalations, investigate production issues, and work closely with engineering and product to keep systems running smoothly. You'll define support workflows, lead incident response, and dive deep into infrastructure to solve complex problems. This is a hands-on technical leadership role for someone who excels in high-ownership environments and knows how to balance immediate response with long-term improvements. What will you do?

Lead a team providing Tier 24 technical support for internal and platform-facing services.
Define support processes and escalation paths that allow the team to operate quickly and efficiently.
Collaborate with product, engineering, and support teams to troubleshoot and resolve incidents.
Act as the first point of contact during outagesevaluate impact, coordinate the response, and ensure fixes are completed.
Develop tools and dashboards to enhance visibility into system health and performance.
Review incoming issues, prioritize them, and ensure prompt responses.
Guide escalations to the right teams and provide support where needed.
Use automation and monitoring tools to detect and address issues before they affect customers.
Run post-incident reviews to improve incident detection and handling.
Help prepare systems and teams for new feature launches by setting the right monitoring and alerting.

We are looking to fill a vital role in our Customer Support Engineering team that is pivotal to the success of our customers' accessibility efforts. As part of the team, you will work directly with customers, solving complex technical issues in our own products and related technologies. You will manage cases, reproduce issues, file bugs, devise and implement workarounds, monitor self-service support channels, and create and improve knowledge content. This is a chance to have a real impact, by working closely with Sales, Engineering, Product teams, partners and more to improve our products and ensure the success of our customers.
You will be joining a team of highly professional and innovative support, solution engineers and technical account managers that are driven by passion for the domain and the mission of the company.
Your Impact:
Provide expert technical support to our enterprise customers, resolving complex issues and ensuring seamless implementation of our accessibility tools via tickets and occasional meetings.
Educate and empower customers by creating code/framework examples and documentation.
Collaborate with engineering and product teams to escalate bugs and customer-requested feature enhancements.
Contribute to internal knowledge bases and processes, streamlining support workflows and enhancing team efficiency.
Manage a personal queue of support tickets, prioritizing issues based on urgency and business impact.

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 Manager, Technical Support Engineer - Tier 3
Tel Aviv
Excited to lead a global team of experts and solve the toughest technical challenges?
As a Manager, Technical Support Engineer, you'll head our Tier 3 support engineering team, the final escalation point for the most complex issues before they reach R&D. You'll empower your team to provide swift and effective resolutions, partner closely with R&D, Product, and GTM teams, and drive process improvements that impact our most important customers.
As a Manager, Technical Support Engineer - Tier 3, you will:
Lead and Mentor: Manage and develop a global team of highly skilled Tier 3 Technical Support Engineers. You will provide technical mentorship and performance feedback to ensure your team's continued growth and success.
Drive Technical Resolution: Oversee daily operations, ensuring your team effectively troubleshoots and resolves complex escalated issues that Tier 1 and 2 support cannot handle.
Act as an R&D Liaison: Serve as the primary point of contact for all high-priority escalations. You will integrate the technical data from your team with the customer context from our GTM teams to provide a complete picture to R&D, allowing them to focus on diagnosis and resolution.
Proactive Issue Management: Systematically identify recurring issues or "themes" across all incoming escalations. You will partner with the R&D team to define and execute action plans to reduce bug volume and improve overall product quality.
Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of our technical escalation workflow.
Incident Management: Lead and coordinate the response to major technical incidents, ensuring a structured approach to problem-solving and communication across teams.

We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
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.
Technical Excellence

Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices
Serve as a technical escalation point within the Global Support Team
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.

As a customer support engineer at Windward youll be working with multiple and different B2B and B2G customers in the Insurance, commercial, governmental sectors and supply chain . Your main responsibilities will be to maintain customers SLA, investigate and resolve technical issues and achieve high customer satisfaction. Youll be doing that by promoting customer requests and analyzing and personalizing the companys solutions to the customer needs.



Responsibilities:

Investigate complicated customer complaints up to root cause solutions.
Escalate, investigate, and resolve Tier 1\2 level customer queries.
Act as a consultant and offers solutions for customers problems
Track and manage your work record until resolution
Work with all R&D groups, CSM and product management
Build and maintain support tools and knowledge base
Training & Project management skills capabilities