דרושים » מחשבים ורשתות » IT Support Specialist

we are seeking a talented IT Service Desk Specialist to join our global IT team. In this pivotal frontline role, you will be the face of IT for employees worldwide, ensuring seamless day-to-day technology operations and delivering an outstanding service experience.
As part of a forward-thinking IT organization that embraces AI-native operations and automation, you will not only resolve technical issues but also contribute to building smarter, faster, and more self-service-driven IT support. The ideal candidate combines strong technical fundamentals with a service-first mindset and a genuine curiosity for AI and automation.

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.

we thrive The Tier 2 Technician serves as a senior Technical Support resource responsible for handling complex customer and internal support cases escalated from Tier 1. This role requires strong technical troubleshooting capabilities, cross-functional collaboration, ownership of critical incidents, and a commitment to delivering high-quality resolutions while maintaining excellent Customer Experience. Key Responsibilities Advanced Technical Support & Troubleshooting - Investigate, diagnose, and resolve complex software, hardware, system, and integration issues escalated from Tier 1 support, including log analysis and root cause identification. Escalation & Critical Incident Management - Own high-priority and critical support cases, ensuring SLA compliance while coordinating resolution efforts across Product, R&D, Engineering, QA, Operations, and Customer Success teams. Incident Investigation & Root Cause Analysis (RCA) - Lead incident and problem management activities, document findings, implement corrective and preventive actions, and drive long-term solutions for recurring issues. Issue Reproduction & Solution Validation - Reproduce customer-reported issues, validate fixes, and ensure solutions effectively resolve identified problems. Knowledge Management & Team Enablement - Create and maintain technical documentation, troubleshooting guides, and knowledge base articles, while mentoring Tier 1 support teams and sharing technical best practices. Continuous Improvement & Support Readiness - Analyze support trends, identify operational improvement opportunities, participate in product release validation, and recommend enhancements to support processes, tools, and workflows.
Country:
Israel
City:
Herzliya

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