As a Customer Support Manager you will play a key role in ensuring exceptional customer experience related to purchasing and collection, service coordination, and solution identification. You will develop the physical and digital infrastructure, including process development, through cross functional collaboration with other operational and customer facing teams. Your leadership will be crucial in maintaining high levels of customer satisfaction, resolving complex issues, and contributing to the success of our customer support operations. This role offers the opportunity to drive customer satisfaction and loyalty while building leadership capability in a dynamic, science-driven organization.


Key Responsibilities:

Design, build, and scale the customer support infrastructure and processes, including policies, workflows, tools, and KPIs.
Operate and continuously improve customer support performance, monitoring metrics, identifying trends, and driving service quality, efficiency, and compliance
Own customer escalations and cross-functional resolution, working closely with Sales, Product, and Technical teams to ensure a seamless customer experience
Provide regular performance and customer satisfaction reporting to leadership to enable data-driven decisions
Establish internal training frameworks and knowledge standards to support consistent, high-quality issue resolution
Build, lead, and develop a small customer support team, ensuring capability, accountability, and scalability as the organization grows

we are looking for a Technical Support Engineer, Tier 3.
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.
RESPONSIBILITIES:
Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible

Realize your potential by joining the leading performance-driven advertising company!
As a Professional Services Subject Matter Expert, part of the SMEs team in our Tel Aviv office, youll play a vital role in ensuring high-quality support and contributing to business success by connecting with multiple stakeholders across our company globally. You will be an essential pivotal engineer within the advertiser professional services tech solutions group, leading at least one area of expertise as the highest level of technical escalation and management, owning it end-to-end.
You will juggle between:
Complex technical case investigations.
Consultation and mentoring to lower levels of support.
Bug reporting, tracking & prioritizing.
Knowledge creation, retention and training - including via AI and automations.
Operational data analysis.
Ad-hoc activities and projects with our Product and Business stakeholders.
Long-term relationships.
You will collaborate with multiple stakeholders within the professional services group as well as the engineering group, and our business teams.
How youll make an impact:
Perform in-depth troubleshooting of the most complex support issues in your SME area/s, requiring expert understanding of our company features and architecture.
Be an escalation point for burning issues within and outside your primary SME area/s.
Provide assistance and consultation to lower level support teams, as well as other groups that see you as the go-to-person.
Analyze operational aspects of your SME area/s and share actionable insights with top management. Preferably use AI for faster and higher quality results.
Create and provide training and knowledge material - new feature introduction, troubleshooting methodologies and tools, technical summaries, courses and quizzes creation. Preferably use AI for faster and higher quality results.
Interact with our NPI (new product introduction) Specialist for logistical aspects related to new features.
Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements.
Cooperate and coordinate with additional groups within professional services, support, sales, account management and more.
Identify and work to close gaps of knowledge, work methodologies, supportability, processes and opportunities for automation.
Manage ad-hoc strategic activities and projects related to your area of expertise, outside of technical case handling or content creation.

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 seeking an experienced IT Support Specialist to join our IT support team. In this role, you will be responsible for providing first-line support to our companys employees by managing user accounts and access, troubleshooting hardware and software issues, and handling our employees' onboarding and offboarding.
Responsibilities:
Provide first-line technical support to our companys employees across all global offices, ensuring fast, professional, and customer-oriented service.
Lead and execute IT processes for employee onboarding and offboarding, including systems provisioning, access governance, device setup, and security compliance.
Provide AV support for the company auditorium and conference rooms, including management and troubleshooting of Zoom Rooms, Polycom systems, and other video-conferencing technologies
Troubleshoot and resolve hardware, software, and network-related issues on both Windows and (mostly) macOS environments.
Manage IT requests and incidents related to cloud services and enterprise applications, including Microsoft 365, Slack, Zoom, and additional SaaS platforms used internally.
Administer and monitor cloud-based infrastructure components, including Azure AD, Intune, Kandji, as part of the companys internal IT ecosystem.
Collaborate closely with the Systems and Security teams to identify, escalate, and resolve complex technical issues, as well as improve IT workflows and automation.

We are looking for an Helpdesk Admin Engineer to join our growing team!
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
We are seeking a highly motivated and detail-oriented Helpdesk Support Specialist to join our growing team. In this role, you will be the first point of contact for our employees, providing exceptional technical support and ensuring a smooth and efficient IT environment. You will be responsible for troubleshooting hardware and software issues, managing user accounts, and supporting a variety of critical applications.
Responsibilities:
Provide timely and effective technical support to end-users via tickets, email and in-person while addressing hardware, software, and network issues.
Troubleshoot and resolve technical problems related to Windows and macOS operating systems, including laptops, desktops, and peripherals.
Manage user accounts and access permissions using JumpCloud.
Manage user email and groups using Google WorkSpace.
Support and maintain Atlassian suite applications (e.g., Jira, Confluence), Slack and other company wide applications.
Administer and troubleshoot Zoom Rooms systems, ensuring seamless video conferencing experiences.
Onboard and offboard employees, including setting up new user accounts, configuring hardware, and managing access permissions.
Manage IT procurement: sourcing, ordering, and inventory management of hardware and software.
Document technical solutions and procedures to build a comprehensive knowledge base.
Maintain accurate records of support requests and resolutions.
Provide training and support to end-users on various software and hardware applications.

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for our portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.

What You'll Own:
Communicate with customers via email, live chat, and screen shares.
Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
Develop in-depth knowledge of our products and their features.
Engage with customers to understand and fulfil their goals with our solutions.
Apply and share best practices for optimal use of our products.
Innovate and propose ideas for enhancing the overall customer experience.

**Please note - Working days are Monday - Friday

Were looking for a talented IT Support Specialist to join our growing IT team and support IT activities, provide services to employees and be involved in planning and implementing IT projects.
Responsibilities
Act as the primary contact for IT-related inquiries and resolve technical support requests through in-person interactions, email, and ticketing systems.
Diagnose and resolve complex hardware, software, multimedia, network, and security issues with advanced troubleshooting.
Fully support, configure, maintain, and optimize end-user equipment and IT infrastructure, including systems and networks.
Oversee IT aspects of employee onboarding/offboarding, utilize automation to streamline processes, and manage devices across sites using MDM for synchronization and security.
Identify urgent technical issues, escalate as necessary, and collaborate with technical teams to ensure effective IT operations.
Provide clear guidance, training, and support, acting as an internal tech consultant to enhance user experience.
Implement and maintain IT best practices by evaluating and adopting new technologies to enhance process improvements and IT capabilities.

We are looking for a security-conscious IT Support Engineer with 3+ years of experience providing high-touch technical support for global, high-growth organizations. Expert in managing Windows and macOS environments via JAMF and BigFix, with a strong focus on endpoint security and vulnerability remediation. Proficient in using AI tools like Google Gemini and Claude to streamline documentation and accelerate technical troubleshooting. Dedicated to ensuring minimal downtime through proactive infrastructure support and white-glove executive service.
Your Opportunity:

Technical Troubleshooting: Diagnose and resolve complex issues related to Windows and macOS, mobile devices, and core business applications.
Executive & Global Support: Provided high-touch technical assistance to C-suite executives and remote global staff, maintaining minimal downtime for critical business operations.
AI-Assisted Efficiency: Utilized AI tools to accelerate the creation of technical documentation and internal "How-To" guides.
Endpoint Security: Ensure all staff devices are patched, compliant, and secure at all times, often addressing vulnerability tickets directly.
User Onboarding: Provision hardware and access to our services and Applications for new hires. Conduct IT orientation training both in person and remotely ensuring new hires are fully provisioned and trained on Day 1
Infrastructure Support: Maintain and troubleshoot local office networks, Wi-Fi, and conferencing technologies (e.g., Zoom, Google Workspace).
Global Collaboration: Partner with global teams in InfoSec, Networking, and Systems Operations to adhere to global IT processes.
Lifecycle Management: Managed the end-to-end hardware lifecycle, from automated provisioning via Apple Business Manager to secure decommissioning and data destruction.

Now were looking for a visionary and customer-focused Product Support T3 Engineer to join our team. In this role, you will be engaging with our customers during the evaluation, post-sales process, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SASE, today!
Responsibilities:
 Own and manage customer issues and see problems throughout resolution.
 Research, diagnose, troubleshoot and identify solutions to resolve customer issues, keeping a positive and can-do attitude.
 Work directly with R&D and Product Management on customer issues upon full resolution.
 Be a focal point for customers' needs by deeply understanding their business and aligning their needs with our companys solution.
Become a trusted advisor to customers by deeply understanding their business and aligning their needs with our solutions.
Nurture the relationship with the customer through ongoing communication and periodic meetings.
Act as a customer advocate internally while effectively collaborating with internal teams, including product management, engineering, and sales.
Track & monitor customer status and identify both areas of concern and growth opportunities.
Be a part in building, improving and expanding our companys global Support Services.