דרושים » הנדסה » Junior Technical Support Engineer (fresh graduate)

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.

As a Support Engineer, you will be an integral part of our elite technical support organization, collaborating with a global team of experts across Engineering, QA, Security, and Product Support.

In this role, you will leverage a diverse skill set, including:
Serve as a trusted technical advisor, ensuring customer satisfaction and solution effectiveness.
Communicate clearly with both technical and non-technical stakeholders.
Document solutions, procedures, and known issues for internal and customer use.
Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.

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.

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.

Our Solution Center staff are experts in creating high quality customer experiences both in-person at one of our 18 Global Solution Centers or remotely via our primary support methods of phone, live chat, ticketing, and employee self-service options
Become a trusted advisor to customers
You will be responsible for providing world-class technical support to internal our company employees. The EIS group is responsible for the security, stability, and performance of the corporate network environment. You will be part of Enterprise Infrastructure Services and support Corporate IT infrastructure. We evaluate, customize, build, and support products and tools to manage IT infrastructure and scale its operations.
As a IT Specialist, you will be responsible for:
Providing world-class support to customers, both in-person at Solution Centers and remotely over live chat, ticket, and phone channels.
Contributing to the analysis, research, and resolution of complex technical issues.
Collaborating with Senior Solution Specialists to present complete solutions to our customers' technical and functional needs.
Ensuring accurate and secure inventory management practices are followed to ensure compliance.
Managing and collaborating with engineering teams on small projects and technical innovations.
Providing actionable and in-the-moment feedback to your teammates to improve our
quality of service delivered.

Were on the lookout for a Technical Support Engineer whos ready to go beyond the usual break/fix routine. This isnt just about fixing issues; its about breaking the mold of traditional support, anticipating problems before they arise, and driving innovation that keeps our customers raving while protecting their data. Youll be the spark that ignites a team of forward-thinkers, taking our support to levels most wouldnt even dream of.
What you'll do:
Be the Game-Changer: Be part of a high-octane support team with vision, grit, and a relentless drive for excellence. Youre not here to twiddle your thumbs; youre here to inspire, challenge, and elevate.
Solve Complex Problems: When others see a roadblock, you see a challenge worth conquering. Youll tackle issues head-on with creativity, tenacity, and a refusal to settle for anything less than excellence. Approach challenges with a solution-oriented mindset. Proactively identify and address potential issues before they impact customers. Youre the go-to when others throw in the towel.
Obsess Over Customers: Our customers arent just clients-theyre your mission. Ensure their experience isnt just good, but legendary. Get inside their heads, anticipate their needs, go above and beyond, and make sure they know weve got their back, every step of the way. Our customers dont just deserve support-they deserve unforgettable experiences.
Collaborate Boldly: Collaborate within your team to find resolutions faster. Work closely with cross-functional teams (Product, Engineering, Customer Success, etc.) to ensure seamless communication and support. Bring your insights to the table and challenge the status quo. Your collaboration isnt just participation-its disruption with purpose.
Innovate Relentlessly: Implement solutions that go beyond traditional technical support. Youre here to challenge the norm and set new benchmarks in technical support. Find opportunities to enhance our processes, tools, and customer experiences, and dont hesitate to shake things up.

Technical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.

Responsibilities (what youll do):

Answer customer questions through our support queue
Be the voice of the customer to the Product and Engineering organizations
Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
Take ownership of pushing cases to resolution, including working with developers
Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation