דרושים » תוכנה » Technical Support Team Lead

Were looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. Youll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.
Responsibilities
Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
Create and update support documentation while logging all interactions in the support system.
Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions.
This role is more than just troubleshooting-it's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at Check Point.

If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.

Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

We are looking for a sharp Technical Support Team Leader to join our R&D Organization and Lead a global team of passionate and talented Tier 1 - Tier 3 Technical Support Engineers.

Key Responsibilities
Supervise, coach, and mentor a team of Tier 1 - Tier 3 Technical Support Engineers
Monitor and evaluate the performance and productivity of the team and provide feedback and guidance
Handle escalated technical issues on complex systems and resolve them in a timely and professional manner
Establish and maintain best practices and procedures for technical support
Take an active role in continuously improving our product by interacting directly with our customers and our Developers & Cyber Teams, to make sure our company meets its ambitious goals.
Work in a fast-paced environment and handle multiple priorities with a sense of urgency.

As a Technical Support Engineer at our company, youll be on the front lines of our customer experience, helping users resolve complex technical issues, offering expert guidance on best practices, and ensuring our customers succeed with our company. Your work will have a direct impact on customer satisfaction and product adoption.
This is more than just a support role-youll be a core part of shaping our Support function as we grow. Were looking for someone who thrives in a fast-paced environment, loves digging into technical details, and is excited about cybersecurity, innovation, and making a difference.
If you're eager to help others, solve meaningful problems, and grow your career in a collaborative, high-impact team-this is the place for you.
Responsibilities:
Deliver customer-facing technical support, including troubleshooting and how-to guidance
Respond to customer inquiries with clear, informative answers within defined SLAs
Escalate complex or high-priority issues to Engineering, ensuring timely resolution and proactive customer communication
On-call support rotation required
Contribute to the Knowledge Base by creating articles, video tutorials, and troubleshooting guides to enhance self-service and user experience
Collaborate cross-functionally with Engineering, Product, and Customer Success to ensure a seamless and aligned customer experience.

We are looking for a new Tier 3 Team Leader talent to join our team!

Key Responsibilities
Lead and manage a team of senior Tier 3 Support Engineers across EMEA/APAC.
Act as a technical mentor, guiding the team through deep investigations involving network protocols, VPNs, cloud integrations, and Linux systems.
Own escalations from high-value enterprise customers, driving resolution and ensuring customer satisfaction.
Collaborate cross-functionally with Product, R&D, Sales, and Customer Success to remove blockers and improve the customer experience.
Drive internal projects, process improvements, and training programs to scale the teams capabilities.
Support global initiatives and align with counterparts in the US to ensure consistent follow-the-sun support coverage.
Represent the customers voice internally, identifying trends, recurring issues, and areas for improvement.
Maintain a hands-on technical presence - this is a player-coach role.

we are looking for a fast learning, motivated individual to join our Product Experience team in R&D. If youre passionate about technology and problem solving, but are also a great communicator, wed love to chat with you. This role is a great opportunity to expand your technical skillset and work directly with our Software Engineers to support a wide range of customer use cases on a variety of web-based platforms.
What will you actually be doing?
Analyzing and researching customer use cases and processes in web applications.
Monitoring Production logs in our Backoffice system to identify and proactively address potential issues.
Implementing solutions that will scale to millions of users.
Advancing the world one step closer to Artificial General Intelligence.
Working closely with Software Engineers, Product Managers, Professional Services, Customer Success and Support to ensure the ongoing success of our customers.
Proactively thinking of new and innovative ways to provide our customers with an outstanding product experience.
Creating internal documentation and resources to share knowledge within the organization.
Serving as an internal point of escalation for our Support team and driving resolution of technical issues, including identification of root cause.

Required Escalation Engineer
Responsibilities:
Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge, by being a point of advice for the CS department and other internal teams, and work on keeping our KB up to date, including creating new articles.
Manage major and critical production outages - Take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.
Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible.
Analyze production traffic and locate design gaps - deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio.
Participate in the features development life cycle - starting from the design to the implementation method, and the handover to the relevant teams.
Maintain production quality - work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality.

We are seeking a highly motivated and dynamic Tech Support Specialist to join our growing team. This is a fantastic opportunity to be a key player in a fast-paced, innovative, and collaborative start-up environment. As a Tech Support Specialist, you will be on the front lines, providing technical support, troubleshooting issues, and contributing to the overall success of our product. You'll have a significant impact on our users and the growth of our product. In this role, you will:
Assist users with product-related issues, offering timely and effective solutions.
Diagnose and resolve technical problems, utilizing your problem-solving skills and technical knowledge.
Go beyond issue resolution: Educate users on effective vibe-coding techniques and guide them toward best-practice build approaches that help them realize their vision.
Proactively communicate technical issues, emerging trends, and potential improvements to the team, and raise concerns and flags as needed.
Work cross-functionally within a cohesive team environment to ensure product success.

We are seeking a Cloud-Oriented IT Support Specialist to join our IT department.
In this role, you will support our companys global users, systems, on-prem and cloud-based IT environment, including GCP resources. You will help manage IT infrastructure across hybrid environments (on-premises, cloud, SAAS), ensuring smooth daily operations and helping to maintain a secure, reliable, and scalable IT ecosystem.
A day in the life
Provide IT and helpdesk support for our company offices and employees globally.
Manage and maintain the companys IT systems across local and GCP environments.
Administer and maintain the companys SAAS solutions and apps.
Support employee onboarding and offboarding processes.
Manage user access and identity across cloud and enterprise systems.
Monitor and support the companys non-production GCP infrastructure, including virtual machines, storage, and networking components.
Support and troubleshoot hardware, software, and cloud-based tools used by employees.
Maintain and document IT asset inventory, including cloud resources.
Support and manage video conferencing systems and other collaboration tools.
Collaborate with DevOps and Security teams on IT automation and cloud policy enforcement.