דרושים » שירות לקוחות » Customer Support Tools & Automation Developer

We are looking for an experienced and customer-focused Tier 3 Support Engineer with Professional Services Expertise to serve as a key technical resource. This role focuses on troubleshooting, resolving application issues, and providing expert support to ensure customer success. The ideal candidate has a strong background in cybersecurity, cloud technologies, and customer-facing roles, with a dedication to delivering exceptional solutions.
Key Responsibilities
Technical Troubleshooting and Support:
Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.
Escalation Management:
Take ownership of escalated support cases, ensuring timely and thorough resolution.
Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
Collaborate with development and product teams to address root causes and improve application reliability.
Customer Communication:
Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
Ensure solutions are tailored to meet customer needs while setting accurate expectations.
Professional Services Collaboration:
Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
Assist with onboarding, integrations, and custom configurations as needed.

We are actively seeking a hands-on Implementation Engineer to play a vital role in the success of our customers. Standing at the intersection of technology and customer success, you will be responsible for translating AI and data requirements into seamless integrations with our customers' EMRs and clinical workflows.
In this role, you will own the end-to-end technical onboarding lifecycle - from initiation to go-live. You will serve as the primary technical voice for our customers' IT stakeholders and collaborate closely with our Product, R&D, and Medical teams to ensure frictionless integrations.
Responsibilities:
Lead Technical Onboarding: Own the full technical implementation lifecycle for new customers, ensuring projects are delivered on time, within scope, and meet high-quality standards.
EMR Integration & Configuration: Execute hands-on technical integration efforts. You will configure workflows, validate data integrity, and ensure interacts seamlessly with various EMR environments.
Stakeholder Management: Act as the primary technical point of contact for customer IT teams (CTOs, IT Managers, Analysts). Build strong relationships to troubleshoot issues and facilitate smooth collaboration.
Technical Subject Matter Expert: Represent the technical aspects of the platform in customer interactions. Demonstrate deep product knowledge to solve complex workflow challenges.
Cross-Functional Collaboration: Work closely with Customer Success, Product, R&D, and Medical teams to advocate for customer needs and streamline the feedback loop between the field and engineering.
Process Optimization: Help design and develop automation tools, runbooks, and frameworks to streamline integration processes and improve scalability.

Requied Customer Enablement Team Lead
About the Role
The Customer Excellence group is the operational backbone of the Customer Organization. Our mission is to build the strategies, tools, and processes that allow us to deliver and scale world-class customer experiences. We are looking for a Customer Enablement Team Lead to own the execution of these programs and drive high-performance standards across our global teams.
This is a high-impact, player-coach role. You will lead a small team of specialists while remaining a hands-on contributor, directly owning the enablement framework for our Customer Office functions (including Customer Success and Ops teams).
You will bridge the gap between Product, GTM, CS, and Delivery, ensuring our teams dont just have the tools, but have mastered the skills & routines that drive customer value.
What Youll Do:
Strategy & Gap Analysis: Develop and implement a global enablement strategy that aligns with the Customer Organization roadmap and growth targets.
You will partner with CS and Ops leaders to conduct deep-dive needs analyses, identify skill gaps, and prioritize the delivery of customer-facing skills, process optimization, and product knowledge.
Team Leadership & Operational Excellence: Lead, mentor, and coach a team of Individual Contributors (ICs) while defining the "gold standard" for execution. You will be responsible for building and scaling best-in-class methodologies and internal frameworks that ensure consistent, high-quality output across all enablement workstreams.
Process Design & Optimization: Continuously review and optimize operational workflows to improve efficiency, from defining internal protocols with our Technical Produce team to redesigning CS engagement frameworks and CRM hygiene.
Enablement Delivery: Develop a wide range of materials, including playbooks, training kits, demo flows, technical guides, and certifications for internal and external audiences.
Operational Monitoring (PMO): Establish quality control routines and reporting mechanisms to track enablement ROI, skill gaps, and process utilization across the group.
Cross-Functional Alignment: Act as a strategic bridge across GTM, Product, CS, and Delivery teams. Partner closely with RevOps & Data Teams to synchronize enablement efforts with system updates and maintain a consistent approach to the customer experience.
Feature & Pilot Facilitation: Partner with Product & Technical Product to ensure the smooth rollout of new features, ensuring adoption runs smoothly and feedback is effectively synthesized.

we are looking for a Customer Success Manager.
As a Customer Success Manager, you'll manage client onboarding, expansions, and renewals while leveraging technical expertise with a strategic business mindset to build strong customer relationships and identify growth opportunities. Join our innovative CS team to drive success and collaborate with Sales, Product, Solutions, and Support teams.
Responsibilities:
Serve as the primary point of contact for assigned customers, ensuring seamless onboarding, training, and adoption.
Lead discovery meetings with key users and stakeholders from customers and partners to position Titan as a core system and focus on maximizing its value.
Build strong relationships with key stakeholders to drive engagement and long-term success.
Identify upsell and expansion opportunities by aligning product capabilities with customer needs.
Analyze customer usage data to proactively address risks and drive retention strategies.
Conduct regular business reviews and proactively address issues to drive customer satisfaction and retention.

The Customer Success Engineer is a key member of the sales organization, aligning our observability and agentic AI technologies with the needs of our customers. We are customer-obsessed, work hard, and have a team culture that is entrepreneurial, professional, and fun. The position is a technical customer management role in which you will own the long-term relationship with our top logos.
The role is hybrid (3 days from the office); workdays are Monday-Friday.
Responsibilities:
Manage strategic customers' technical touchpoints, including onboarding, enablement, workshops, and ongoing issues.

Develop and execute strategies to increase customer value and loyalty.

Foster strong relationships with technical stakeholders, find solutions to their challenges, and assist them with implementation.

Execute POCs and identify opportunities for upselling or cross-selling additional products or services to customers, driving incremental revenue growth.

Ensure a smooth onboarding process for customers, providing them with a seamless experience as they begin using our company.

Monitor adoption and usage patterns, proactively identifying any barriers and implementing strategies to address them.

What your day-to-day will look like:
Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.

Implement automated onboarding workflows that guide new customers through the setup process step-by-step. Use various communication techniques to deliver personalized guidance and support based on the customer's specific needs and preferences.

Maintain ongoing communications with customers, using key milestones or touchpoints in their customer journey: check in after they've completed onboarding, reached certain usage milestones, or are up for renewal.

Develop knowledge of customers' usage patterns and behaviors to better flag instances where customers may be experiencing issues or underutilizing the product.

Implement feedback sessions and channels to gather insights from customers about their experiences with the product or services.

Generate personalized product recommendations for customers based on their usage history, preferences, and behavior.

Automate and streamline repetitive tasks and processes involved in managing customers.

We are looking for an exceptional Customer Success Manager to join our growing team. In this role, you will own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of the platform, increasing adoption across a variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction.

In this role, you will also be responsible to:
Develop a strong command of our unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, Orchestration, and AI, our customer use cases and success stories, and our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap.

Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support revenue expansion. Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives.

Develop and maintain engagement with senior customer executives to understand their strategic objectives and position for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc.

Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via our product and services. Develop and drive programs to increase product usage within the current (landed) group and expand it to other business groups/functions.

Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors that outline progress with our mapped to their business initiatives, value, deployment plans, etc.

Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders.

Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.

Serve as the primary escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues.

Develop trusted, collaborative relationships with internal stakeholders and business partners, and champion customers internally to mitigate risk, improve the customer experience, drive value outcomes, and unlock growth.

Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirements.

Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency.

Run hackathons and bootcamps to drive product adoption and consumption.

Actively engage in sales activities to drive revenue growth and customer expansion.

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.
"our company's data management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless workers who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.

we are seeking its first Customer Success Manager to establish, lead, and scale the Customer Success function.This is a unique opportunity to build the Customer Success discipline from the ground up - defining processes, methodologies, and customer engagement models - while working directly with strategic customers.You will initially operate as an individual contributor, owning key customer relationships end-to-end, while laying the foundation for a global Customer Success organization. Over time, you will play a central role in hiring, structuring, and leading the Customer Success team as it grows.
This role requires a combination of strategic thinking, operational execution, and strong customer-facing capabilities in a fast-paced cybersecurity environment. You will serve as a strategic advisor and primary point of contact for customers, driving adoption, ensuring satisfaction, and helping customers achieve their business and security objectives. You will work cross-functionally with Sales, Product, Support, and MDR teams to advocate for customers and continuously improve their experience.

we are looking for a Technical Support Engineer.
The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI.
The ideal candidate is passionate about technology, troubleshooting, and customer success.
Responsibilities:
Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction
Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction
Contribute to methodologies, best practices, and techniques to improve our support process
Build and contribute to Navinas technical support knowledge base.
Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.

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