דרושים » הנדסה » Escalation Engineer

We are seeking an experienced Customer Support and Implementation Engineer to join our team. In this role, you will provide technical assistance to customers, and diagnose and troubleshoot software, and hardware-related issues, upgrades, and new implementations to ensure effective solutions to customer concerns. This position requires a strong technical skill set, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

Responsibilities
Install and upgrade the customer environments with the company`s solution.
Provide technical assistance to customers.
Diagnose and troubleshoot software and hardware-related issues.
Deliver solutions to resolve customer concerns effectively.
Keep accurate records and document customer issues and resolutions.
Collaborate with internal teams for efficient problem resolution.

Were hiring a Customer Success Engineer to work directly with customers to onboard, implement, troubleshoot, and optimize the platform- across Linux, Kubernetes, IAM, and secure access workflows. Youll be the primary technical contact: diagnosing issues, guiding best practices, collaborating with Product/Engineering on escalations, and turning learnings into repeatable runbooks that keep deployments stable and effective.
Responsibilities:
Deliver a smooth onboarding experience and drive adoption/expansion for existing customers.
Proactively identify opportunities to drive customer success and product adoption through architectural guidance, hands-on enablement, and technical planning.
Investigate and resolve our cases (secret access, authentication, certificate workflows, remote access) while guiding secure configuration and best practices.
Reproduce issues in test environments (Linux, Docker, K8s) to isolate root causes.
Write KB articles to streamline troubleshooting and improve customer experience.
Learn customers business and challenges; log and communicate requirements; partner with Product & Engineering to escalate/validate fixes, contribute to team processes, internal tooling, and advocate for customers.
Act as a trusted advisor and support critical issues.

We are seeking an experienced Customer Support and Implementation Engineer to join our team. In this role, you will provide technical assistance to customers, and diagnose and troubleshoot software, and hardware-related issues, upgrades, and new implementations to ensure effective solutions to customer concerns. This position requires a strong technical skill set, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.
Responsibilities:

* Install and upgrade the customer environments with our solution
* Provide technical assistance to customers
* Diagnose and troubleshoot software and hardware-related issues
* Deliver solutions to resolve customer concerns effectively
* Keep accurate records and document customer issues and resolutions
* Collaborate with internal teams for efficient problem resolution

We are looking for hard-working, sharp, and humble professionals with proven technical customer-facing experience.

Our Technical Account Managers are trusted advisors and consult our customers upon their monitoring, security & observability journey. This role embodies the critical intersection of very high technical expertise and a focus on customer satisfaction, renewal and expansion.

Technical Account Managers are senior-level roles and are expected to professionally and accurately solve problems, show product value and interact across different platforms and types of software, from software engineers and DevOps all the way to the C-suite.



Responsibilities

Solve customers technical problems by adopting the platform, integrating new data and existing integrations
Understanding customers technical requirements and business goals to consistently create new artifacts and deliver value
Lead the onboarding process, from new integrations, creation of artifacts to trainings and troubleshooting
Know the Log Management / Observability markets well and be able to help customers by using the best technical practices available
Build a successful and ongoing game plan for each customer based on a specific data analysis and customers needs
Establishing relationships and engaging with technical counterparts to drive product adoption
Conduct QBRs with customers to consistently reflect delivered value and ensure customers needs
Advocate internally for customer needs within and influence a product development roadmap
Partner with the Sales team on renewals, upsells, cross-sells, and expansion opportunities

Our Platform SW department is looking for a highly driven and dynamic SW customer engineer to join our team and help shape the future of Autonomous Driving systems.
Our team ensures fast and successful integration of our technologies in customers solutions
(car manufacturers / Tier1), from the design phase to a car launch, while working closely with internal R&D teams. We're looking for a strong, hands-on, software engineer who is passionately motivated by challenges and excels in troubleshooting hard, complex problems.
What will your job look like?
You will work directly with our development teams on integration into the car manufacturer's system from a real-time, safety-critical system aspects.
You will be responsible to provide quick and professional analysis and troubleshooting of advanced customer issues.
Support new boards bring up : coding, integration, unit test and customer support..
Integration with various embedded systems.