דרושים » תוכנה » Technical Support Specialist

Required Technical Account Manager
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 our Horizon 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.

Systems Development Engineering (SDE) at our company is a role where you manage services and systems at scale. SDEs creatively put their engineering discipline to use automating the mundane and reducing toil. We dont just write code to fix bugs, but emphasize the development of tools and solutions that fix classes of problems. We know its hard to control what you cant measure so we focus on observability: instrumenting first, then turning data into knowledge, and finally knowledge into action. We know that the operational efficiency of our company systems, services, virtual compute environments and the operating systems that power them impact the environment, not just the bottom line. We know that working together we can do more, and that community matters.
our company brings together people with a wide variety of backgrounds, experiences and perspectives. We encourage them to collaborate, think big and take risks in a blame-free environment. We promote self-direction to work on meaningful projects, while we also strive to create an environment that provides the support and mentorship needed to learn and grow.
Together we engineer and build the infrastructure, tools, access and telemetry for systems that enable orchestration of our company-scale services. Come build things that matter.
Part of our company Cloud, Mandiant is a recognized leader in dynamic cyber defense, threat intelligence and incident response services. Mandiant's cybersecurity expertise has earned the trust of security professionals and company executives around the world. Our unique combination of renowned frontline experience responding to some of the most complex breaches, nation-state grade threat intelligence, machine intelligence, and the industry's best security validation ensures that Mandiant knows more about today's advanced threats than anyone.
Responsibilities
Oversee the security technology provisioning lifecycle for new and existing customers.
Develop technical implementation plans based on customer expectations and shared information.
Facilitate project management and technical support during onboarding. Collaborate closely with customers and internal teams.
Collaborate with customers to triage and implement remediations and recommendations.
Document all implementation details and collaboration meeting notes in the internal tracking system.

We are looking for a Global Support Manager.
Key Responsibilities:
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 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.

We are looking for a Director of Support Enablement to lead our global enablement function. In this role, the Director is be responsible for building and executing the long-term enablement vision that elevates Support engineering performance, strengthens cross-departmental alignment (Support, Product, R&D, QA, Field, and Customer Success), and maximizes the effectiveness of our global support organization. The Director owns the full lifecycle of Support enablement: onboarding, everboarding, tooling, processes, technical content, knowledge strategy, and cross-functional alignment. This role directly impacts customer satisfaction, ticket resolution efficiency, product adoption, and internal operational excellence.
Responsibilities:
Manage a high-performing global support enablement team, including team leads, content specialists, trainers, and technical enablement engineers.
Define and execute a company-wide support enablement strategy that aligns with organizational KPIs, Support OKRs, and product roadmaps.
Act as the senior advocate for Support and customers, collaborating with R&D, Product Management, QA, Customer Success, Sales Engineering, Field Services, and Operations.
Drive cross-departmental programs that ensure Support is continuously enabled for new features, emerging technologies, and evolving customer use cases.
Lead strategic initiatives that reduce operational friction and improve Support readiness, tooling, processes, and cross-team workflows.
Own the global technical content program- including technical guides, troubleshooting playbooks, product deep dives, internal knowledge bases, and advanced training paths.
Oversee the design and delivery of scalable onboarding and everboarding programs for Support engineers across regions and seniority levels.
Partner with Product and R&D to identify gaps in usability, documentation, or feature clarity and drive corrective action.
Ensure content quality, version control, and alignment with product releases and technical standards.
Build measurable frameworks to track the impact of enablement programs on resolution time, backlog reduction, quality metrics, CSAT, and first-contact resolution.
Continuously assess support inquiries, knowledge gaps, and recurring technical challenges to identify opportunities for improvement.
Own the enablement reporting package for executive leadership, translating insights into actionable cross-functional initiatives.

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 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

We are looking for a highly experienced and self-driven Technical Account Manager to join our team and play a critical role in driving the success of our most strategic customers. This is a hands-on, customer-facing position that blends deep technical expertise with strong relationship management skills.

Youll serve as a trusted technical advisor, helping customers implement and optimize our accessibility solutions, guiding them through complex challenges, and influencing product direction based on real-world feedback. Youll be joining a global team of highly skilled technical professionals passionate about solving hard problems and making a meaningful impact.

Working days are Monday through Friday

Your Impact:

Own the technical relationship with a portfolio of strategic customers, serving as their trusted advisor and technical champion.
Proactively identify opportunities to drive customer success and product adoption through architectural guidance, hands-on enablement, and technical planning.
Collaborate with Sales, Product, and Engineering to influence roadmap priorities based on customer needs, use cases, and implementation patterns.
Troubleshoot complex customer issues across a broad tech stack, offering practical solutions and long-term improvements.
Develop custom code samples, technical documentation, and solution briefs tailored to customer workflows and integrations.
Create scalable processes and playbooks that improve customer onboarding, success, and retention outcomes.
Lead technical business reviews and strategic check-ins, communicating ROI, technical blockers, and success plans clearly and credibly.

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.

Required Account Manager
Job description:
As an Account Manager, you will have the exciting opportunity to help drive the growth and shape the future of emerging cloud technologies.
The ideal candidate will possess both a sales/account management and technical background that enables them to drive an engagement at the executive level as well as with software developers and IT architects.
Responsibilities:
Proactively initiate activities to generate value for our customers and increase engagement.
Serve as the primary customer contact during bid submission, pilot test, legal review, and procurement.
Keep records of customer interactions and provide quarterly projections,
maintain knowledge, context, and ownership of the customers you are responsible for and own communication with.
Build a pipeline of customers within selected verticals.
Leverage our Engineering and Marketing resources, and provide input on current collateral materials and ideas on how to improve them.
Collect and summarize clients feedback to ensure our products & solutions are closely aligned with customer needs and requests.

The Account Manager is a relationship-driven, commercially-minded professional responsible for maximizing customer lifetime value through proactive renewal management and account expansion. Youll lead a structured account management process across all segments, fostering long-term partnerships, ensuring on-time renewals, and uncovering upsell and cross-sell opportunities. This role requires a strategic thinker with a passion for customer outcomes, strong process rigor, and the ability to collaborate cross-functionally to drive retention, growth, and advocacy

Responsibilities:
Design, execute, and continuously improve a scalable account management framework that drives proactive engagement, renewals, and expansion across all customer segments.
Develop and execute strategic touchpoints to build trusted customer relationships, drive on-time renewals, mitigate churn risk, and position value-add solutions.
Partner with Account Executives, Customer Success, and Solutions Engineering to align on business outcomes, identify growth paths, and ensure seamless contract execution.
Accurately build and manage renewal quotes in HubSpot and support channel fulfillment where needed.
Forecast renewals with rigor and accuracy, escalating at-risk accounts early and proposing mitigation plans.
Track and optimize KPIs like retention rate, renewal velocity, and time-to-close.
Ensure all renewal-related data and activities are captured in HubSpot and internal systems for reporting and handoff.
Surface insights and advocate for improvements to process, packaging, and pricing based on customer feedback.
Contribute to a customer-first renewal strategy that balances commercial discipline with a world-class experience.

The Technical Operations Team acts as a bridge between Customer Support and R&D.

We investigate and analyze issues, escalate bugs to development when needed, and support engineering in reproducing and resolving them.

The team also manages our HubSpot platform and maintains our public API documentation.

We're looking for a hands-on, curious and resourceful technical support professional to join us!

What you'll do:
Investigate complex tickets and edge cases
Communicate with users and developers working with our API
Collaborate with support, dev, and product teams
Report bugs and help dev teams reproduce them
Manage HubSpot database and monitor syncs
Maintain and own the public API documentation
Run scripts for HubSpot integrations
Use Databricks and logs to identify and diagnose issues quickly