דרושים » הנדסה » Tier 2 Technician

We are looking for a Senior Support Engineer to join our Israel-based support team. This role is critical to maintaining excellent service for our English and Hebrew-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of AI-enabled support workflows.
The ideal candidate is a strong hands-on problem solver, an excellent communicator in Hebrew and English, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving our internal tools, AI-based workflows, and support processes.
This is a hands-on senior individual contributor role with broad impact. In addition to resolving complex customer issues end to end, this person will help shape how support operates in an evolving environment that increasingly includes automation and AI-assisted workflows and tools.
What youll do:
Own complex technical and product-related support cases from investigation through resolution.
Provide high-quality support to customers in Hebrew and English across written and live interactions.
Handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision.
Act as a senior point of contact for escalations, sensitive customer situations, and priority cases.
Mentor teammates by sharing knowledge, setting a high bar for case handling, and helping improve team practices.
Use AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency.
Help to define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation to improve support effectiveness.
Identify opportunities to reduce friction, improve self-service, and optimize internal support flows.
Collaborate with Product, R&D, Customer Success, TPE, and other internal stakeholders to resolve issues and improve the customer experience.

Required IT Support Specialist
As an IT Support Specialist, you will:
Provide technical support to end users both on-site and remotely via phone and email
Install, configure, troubleshoot, diagnose and resolve hardware, software and network-related issues across macOS, Windows and Linux environments
Manage end-to-end onboarding and offboarding processes, including user setup, permissions, equipment provisioning and access revocation
Support and manage mobile devices using MDM solutions, including enrollment, configuration, policy enforcement and troubleshooting
Collaborate with senior system administrators and cross-functional teams to resolve complex technical challenges
Manage and prioritize incoming support requests while ensuring high service standards and user satisfaction
Contribute to the development and maintenance of internal knowledge base, including documentation of processes and best practices
Continuously learn and stay up to date with new technologies, tools and IT trends.

We are currently looking for a Connectivity Manager to join our amazing team.

The Connectivity Manager oversees global IoT connectivity and messaging platform operations. This role manages relationships with mobile network operators (MNOs/MVNOs), connectivity providers, and external messaging platform suppliers, ensuring reliable device connectivity and communication services across all markets. This role is critical to success as connectivity and messaging are the foundation of our payment platform and telemetry services, supporting 1.5M+ devices across 100+ countries.

Key Responsibilities:

Strategy & Planning

Develop and execute global connectivity strategy for cellular and emerging technologies
Lead 2G/3G network sunset transitions and migration strategies to ensure zero customer disruption
Develop and implement comprehensive eSIM and redundancy strategies for business continuity
Benchmark messaging platform suppliers on performance, pricing, delivery rates, and global coverage to ensure is always on the best available solution
Vendor & Supplier Management

Manage strategic relationships with MNOs (Verizon, POST, Telenor, Partner, Telstra) and MVNOs (Telit, Webbing), ensuring SLA compliance, commercial terms, and network performance across all regions
Manage external Messaging Platform suppliers: own the vendor relationship, SLA performance, and contractual compliance with current provider (Twilio) and potential alternatives (e.g., Infobip)
Negotiate contracts, pricing, and SLAs with connectivity providers and messaging suppliers across regions
Oversee SIM lifecycle management including procurement, activation, and deactivation
Cost Reduction & Invoice Management

Drive aggressive cost reduction initiatives and optimize data plan management across the device fleet
Manage and monitor monthly invoices from all connectivity and messaging platform suppliers - ensuring accuracy, flagging discrepancies, and tracking spend against budget
Identify opportunities for renegotiation, consolidation, or supplier switching to reduce total cost of ownership
Track and report connectivity and messaging spend trends to leadership

At our company, we move fast. Were an ultra-collaborative company with brilliant people who care deeply about the details. Together, were solving interesting and complex puzzles to keep the worlds data safe.
Responsibilities
IT Engineer required being a part of the Helpdesk team. Must have basic tech experience & skills in the areas of problem determination, be creative and troubleshoot end-user IT problems. Need demonstrated computer skills, Handle service requests from company users. Take direct ownership over problem resolution through own skills or by timely escalation. Using expertise, analyze & resolve the user problem at 1st contact via phone and remote session.
Will provide IT support for company users, and support for enterprise desktop, laptop, mobile devices. Provision new computers and assist with training the users with using the IT systems.

Required Technical Support Engineer
As a Technical Support Engineer, you will:
Provide our clients support and technical solutions, both remotely and at the client sites abroad
Track open support tickets and ensure they are handled until resolution
Analyze and resolve operational and technical issues raised by the client
Perform production system and infrastructure upgrades.