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We are looking for a Hebrew Speaking Customer Support Specialist to assist our customers with technical problems when facing our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
What youll be doing:
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Identify and assess customer needs, troubleshoot issues, and provide appropriate solutions or escalate to the appropriate department if necessary.
Maintain a high level of product knowledge to effectively address customer questions and concerns.
Document all customer interactions and resolutions accurately and thoroughly in the companys CRM system.
Collaborate with other teams, including sales, marketing, and product development, to address customer issues and improve overall customer satisfaction.
Proactively identify opportunities to enhance the customer support process and contribute to continuous improvement initiatives.
Assist in the development of support materials, such as FAQs and knowledge base articles, to empower customers to self-serve when possible.

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

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.

Your Chain of Impact:
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 hiring a TAM Team Leader to lead and mentor our global TAM team of customer ambassadors within technical groupsanchoring the teams authority, sharpening customer‑advocacy standards, and ensuring clear, measurable technical outcomes for strategic accounts.

This role blends people leadership with hands-on technical expertise.



Key Responsibilities

Leadership & People Management

Lead, mentor, and develop a team of Technical Account Managers, fostering a proactive, ownership, and customer advocacy culture.
Define and track team KPIs, ensuring consistent value and operational excellence delivery.
Drive team enablement, training, and career growth, while promoting knowledge sharing and best practices.


Proactive Service Oversight

Provide high‑touch support services and ensure best‑practice support standards.
Review overall customer operational health, guiding TAMs on risk mitigation and optimization.


Upgrade & Release Management

Oversee coordination of updates and enhancements across the TAM team.
Enable TAMs to support their customers during their own release cycles.
Create and manage a framework for the team to own and manage implementation, update, and maintenance projects for their customers.
Ensure customers are informed about fixes, patches, and new releases, including demonstrations and impact assessments.


Escalation & Incident Management

Supervise escalations (incidents and Top Customer Issues), ensuring appropriate engagement of Engineering, Solutions, Operations, and Product teams.
Lead complex postmortems with TAMs, deliver root-cause analyses, and ensure continuous improvement in escalation handling.


Strategic Technical Success

Partner with senior customers in periodic executive technical reviews (monthly/quarterly).
Collaborate with Product Management to align customer needs with roadmap presentations and early product release rollouts.
Represent the Voice of the Customer in leadership forums, influencing service strategy and product direction.

As part of the role you will have the opportunity to:
Proactively manage a portfolio of customers to deliver consistent value across the entire lifecycle, driving adoption and growth
Manage the onboarding of new customers and translate the customers Desired Outcomes into an implementation plan that will provide value in a timely fashion
Be the product expert and trusted advisor that your customers can go to for guidance on maximizing value platform
Train customers to use products effectively
Make sure all customer issues and requests are handled in a timely manner while working in collaboration with all relevant teams (Product, R&D, Sales and Marketing)
Maintain high levels of customer engagement, including regular account reviews and performance planning
Build strong relationships with stakeholders and drive customer advocacy through case studies, referrals, and references
Actively communicate internally to address customer needs and challenges

Were looking for a talented IT Support Specialist to join our growing IT team and support IT activities, provide services to employees and be involved in planning and implementing IT projects.
Responsibilities:
Act as the primary contact for IT-related inquiries and resolve technical support requests through in-person interactions, email, and ticketing systems.
Diagnose and resolve complex hardware, software, multimedia, network, and security issues with advanced troubleshooting.
Fully support, configure, maintain, and optimize end-user equipment and IT infrastructure, including systems and networks.
Oversee IT aspects of employee onboarding/offboarding, utilize automation to streamline processes, and manage devices across sites using MDM for synchronization and security.
Identify urgent technical issues, escalate as necessary, and collaborate with technical teams to ensure effective IT operations.
Provide clear guidance, training, and support, acting as an internal tech consultant to enhance user experience.
Implement and maintain IT best practices by evaluating and adopting new technologies to enhance process improvements and IT capabilities.

Were looking for a highly motivated Project Manager who is passionate about innovating on behalf of our internal customers. This individual will play a critical role in defining and executing projects related to tools, processes, and data. The ideal candidate will work closely with support leadership and other departments within the company to understand the evolving needs of our global support organization. Additionally, this role will ensure the proper utilization of provided solutions through rigorous quality assurance processes.
This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and security cloud platform, and is on a fast track to becoming the worldwide market leader dont miss it!

Responsibilities:
Define, plan, and execute projects focused on enhancing tools, processes, automations, data, and reporting.
Collaborate with cross-functional teams to understand needs, gather requirements, and deliver on objectives to ensure alignment and integration of projects.
Work with software engineers and documentation specialists within the team to deliver tasks and projects.
Monitor project progress and make necessary adjustments to ensure timely and successful completion.
Implement quality assurance processes to ensure solutions are effectively utilized by the support teams.
Conduct regular reviews and audits to identify areas of improvement and ensure adherence to best practices.
Develop and maintain reporting frameworks to track key performance indicators and operational metrics.

Were looking for an outstanding IT Technician to help spread the company magic. Reporting to the IT Manager, you will be part of the broader IT organization.
WHAT YOULL DO
Provide tier 1 and tier 2 support for all end users, both remotely and in person.
Diagnose and resolve technical issues, including those related to macOS, Windows, and Linux, as well as audiovisual systems, office networks, peripherals, and software.
Participate in asset management activities related to both hardware and software.
Effectively collaborate with close stakeholders, such as HR, and perform routine employee lifecycle-related tasks including conducting onboarding sessions for new employees.
Draft and update detailed internal and end user-facing documentation related to supported technologies and processes.
Set the highest standard for quality in all service desk activities, including communication with end users, technology administration, documentation, and contribution to team metrics such as those related to SLAs.
Stay current on technologies used by the company and all internal changes.

We are looking for a hands‑on Solutions Architect who bridges DevOps engineering and software development. You will own technical deployments, lead customer proof‑of‑concepts (PoCs), and build rapid integrations that showcase the power of our data‑security platformall while acting as the trusted technical face for our US customers.Key Responsibilities
Responsibilities:
Deployment Leadership Design and execute customer deployments: networking, IAM/Entra ID, databases, CIFS/NFS/SMB shares, and multi‑cloud micro‑services using Terraform & CloudFormation.
Customer‑Facing PoCs Lead PoC projects end‑to‑end: scope requirements, manage calls, set expectations, and ensure technical success.
Rapid Integrations & Automation Write Python scripts and REST‑API workflows to deliver one‑off remediation or integration solutions that wow customers (non‑productized).
Technical Troubleshooting Run backend queries, scripts, and toolkit diagnostics to resolve issues quickly when things dont work as expected.
Documentation & Enablement Create and maintain deployment guides, runbooks, and knowledge‑base articles; continuously improve internal toolkits alongside R&D.
Feature‑Request Project Management Triage and shepherd customer feature requests with the Director of Sales Engineering; hand off to Product when roadmap inclusion is needed.

Required Global IT Support specialist
The opportunity
This role is crucial for keeping the company's technological infrastructure running smoothly. You'll be part of the IT team, collaborating with colleagues to ensure everyone has the digital tools they need. This involves quickly learning the systems, resolving user issues efficiently, and providing excellent customer service to internal clients (your fellow employees). Moving beyond troubleshooting, this could involve taking initiative on IT projects, automating tasks, or even specializing in a particular area like network security. You'll be a problem-solver, keeping everyone productive with seamless technology. Your work ensures smooth operations and helps the team achieve their goals. In essence, becoming an IT specialist offers a chance to develop sought-after skills, make a real impact, and continuously solve problems all while working as part of a supportive team!
What you'll be doing
Provide technical support for both macOS and Windows computers.
Work according to SLAs and company IT policies.
Manage your own ticket queue in our ticketing system.
Maintain and update our knowledge base and internal IT resources.
Deliver excellent customer support to employees worldwide.