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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.

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

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.

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 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 technical documentation and solution briefs tailored to customer workflows and integrations.
Create scalable processes and playbooks that improve customer onboarding, implementation, success, and retention outcomes.
Lead technical business reviews and strategic check-ins, communicating ROI, technical blockers, and success plans clearly and credibly.

Our offices are located in Tel Aviv, near the Hashalom train station and the Yehudit light rail station, with on-site parking available. We offer a hybrid work model with flexible working hours.