דרושים » מחשבים ורשתות » Support Manager

We are looking to hire a Customer Support Engineer, who will provide front-line technical support for our companys worldwide enterprise customers and partners. You will support our companys product line of IT Security and Privileged Identity Management solutions and resolve customers technical problems by interacting with them via web, phone, and email.
The ideal candidate will be able to resolve technical issues through diligent research, reproduction and troubleshooting, utilizing all the knowledge they have acquired. You will have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensuring the long-term success of our companys customers and the company.
Responsibilities:
Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer-facing platforms.
Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.
Participate in on-call rotation to provide 24/7 support for our company's customers
Work directly with R&D teams.

We are looking for a talented Escalations Engineer to join our team!

In this key role, youll debug and implement solutions for complex customer problems, design tools and environments for debugging and supportability, and serve as the technical bridge between our engineering and delivery teams.



Responsibilities


Serve as the primary engineering contact for critical customer escalations, ensuring timely and effective resolution of complex technical issues.
Debug, reproduce, and implement solutions for problems reported in customer environments.
Build and maintain advanced test setups that simulate real-world customer scenarios.
Analyze system logs, performance metrics, and network traces to identify root causes and drive permanent fixes.
Collaborate closely with R&D to improve product supportability and overall reliability.
Provide technical leadership and consulting to field engineers, delivery teams, and customers during escalations and product rollouts.
Document findings, create technical knowledge articles, and contribute to internal tools and processes for continuous improvement.
Lead post-incident reviews (RCA) and communicate insights to engineering and support stakeholders.
Continuously expand knowledge of CTERAs products, storage protocols (SMB/NFS), file systems, and network topologies.

As a specialist, you'll have deep-dive hands-on experience with all matters related to End User Computing technologies. The specialist will lead EUC projects at a variety of organizations while delivering an end to end professional services (planning, installation, configuration, administration, and maintenance). As part of the specialist role, you'll be managing queries and issues escalated from customers.

Responsibilities:

Plan and architect EUC solutions from the infrastructure level to the end-user device level
Integrate best practices, evolving technologies, and EUC platforms such as Terminal, VDI, DAAS workspaces, and overall Enterprise Mobility
Create High & Low-level design documents, including procedures documentation
Installation and configuration of EUC solutions as part of the project scope
Build work plans, setting deadlines for various projects, and lead them to execution
Provide effective technical support and fault resolution with timely feedback to customers, adhering to Service Level Agreements
Provide maintenance activities as part of a scheduled maintenance window during day time and night time if required
Take ownership of patching and upgrade projects for EUC environments in various organizations
Testing new technologies, finding the appropriate use cases with the customer base, and leading POC activities
Keep up to date with EUC solutions using documentation and LAB tests, and maintain required certifications
The role includes executing field activities throughout the country, mainly in Gush Dan