דרושים » הנדסה » Technical Support Engineer

we are a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery Storage, backup systems, EV charging, and complete home energy management ecosystems. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive. The Technical Solutions team serves as the final escalation point within the Technical Support organization and acts as the primary interface with R&D, Quality, Product Management, and Engineering. Technical issues - both hardware and softwarethat cannot be resolved by Tier 1 and Tier 2 support teams are escalated to the Technical Solutions experts located across our global sites. As a Technical Service Engineer - Tier 3, you will troubleshoot and resolve the most complex and challenging technical issues. Location: Herzliya or Modiin. What youll be doing:
* Work closely with R&D and Product teams to resolve complex technical issues escalated by the global service organization.
* Participate in product definitions, testing, validation, and integration activities.
* Investigate and analyze data from the companys large-scale installed base.
* Continuously improve the technical knowledge of junior Support Engineers by conducting weekly trainings, reviewing escalated cases, and teaching troubleshooting methodologies.
* Provide product training and mentorship to junior Support Engineers.
* Create, update, and maintain troubleshooting procedures and technical knowledge base articles; ensure these are shared with the entire Support organization.
* Ensure all customer-facing support levels remain up to date with troubleshooting processes, technical know-how, and product enhancements by collaborating closely with R&D, Q&R, and Product teams.
* Provide on-site support and training to global customers when required.
* Maintain and manage product environments used by the Customer Support organization.
* Serve as the primary escalation point for Tier 3 issues raised by Tier 1 and Tier 2 support teams worldwide.
* Ensure customer and partner inquiries are handled professionally, within established SLAs, delivering high-quality Technical Support and customer care.

we are looking for people with a passion for delivering customer success.
As a Technical Support Engineer, you will own, troubleshoot, and solve customers technical issues.
This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities:
Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices.
Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to product improvements.

We are looking for a communicative, empathetic and people-oriented colleagues who want to join our growing, in Israel.
We are highly trained, dedicated and professional Patient Service team providing information, technical expertise and support to patients and medical professionals who use our medical devices to manage their diabetes. Our role is significant in creating great customer experience, provide people with a helping hand, peace of mind, support and guidance.
This role is offered as a one-year fixed-term contract.
This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.
Responsibilities may include the following and other duties may be assigned:
Provide product-oriented support and technical services for customers by responding to incoming inquiries (phone, e-mail) concerning product operation, troubleshooting, specifications, warranty questions, accessories identification or questions about their medical device
Provide patients with ongoing personalized support and education to help them make the most of their diabetes management
Concisely and accurately document customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams (Sales, Marketing, Regulatory, and Diabetes)
Coordinate return flow for all products for quality analysis
Follow up on and monitor the product complaint resolution back to the customer.
R53583

As a Tier 3 Support Lead, you will serve as the central point for investigating and resolving complex technical issues raised by teams across the company, primarily from Customer Success. You will collaborate closely with senior developers, product managers, security experts, and other stakeholders to analyze data, identify root causes, and implement effective solutions. In this role, you will lead the Tier 3 support function, defining and continuously improving processes, setting best practices, and ensuring effective collaboration with US-based client-facing teams to deliver timely, high-quality resolutions and an exceptional customer experience.

RESPONSIBILITIES

Investigate complex technical issues using analytical tools, system logs, databases, and other monitoring systems to identify root causes and resolutions.
Collaborate with developers and product managers to define bugs, clarify change requests, and ensure accurate documentation and prioritization.
Manage issue tracking and ensure each case is assigned to product versions in accordance with defined SLAs.
Communicate effectively with various internal teams to provide updates on issues, resolutions, and expected timelines.
Work closely with US-based client-facing teams to support VIP customers, handle escalations, and deliver high-quality technical investigations.
Own Tier 3 support processes, continuously monitor performance, and drive improvements to increase efficiency and quality.