דרושים » תוכנה » Escalation Engineer

Join our amazing team as a Senior Technical Support Engineer!

We are looking for a highly experienced and driven Technical Support Engineer to lead complex incident management and serve as a key escalation point (L3) for our customers. In this role, you will play a critical part in ensuring operational excellence, driving fast and effective resolutions, and maintaining the highest level of customer satisfaction.

You will work directly with enterprise customers to troubleshoot and resolve advanced technical issues across diverse environments, acting as a trusted technical expert. You will also partner closely with Engineering, Product, and Customer Success teams to improve product operability, influence future development, and ensure a best-in-class customer experience.

This is a highly cross-functional role in a fast-paced environment, with direct impact on both customers and product evolution.

Responsibilities
Provide advanced technical support to customers and partners, acting as an L3 escalation point
Manage support cases end-to-end, from initial intake to resolution, including timely follow-ups
Perform deep technical troubleshooting, fault isolation, and root cause analysis of complex issues
Troubleshoot Linux-based environments, system services, networking, authentication, and application integrations
Diagnose and resolve identity and access management (IAM) issues involving SSO, federation, directory services, and authentication workflows
Lead customer-facing technical workshops to define requirements and ensure solution alignment
Collaborate closely with Engineering and Product teams to improve product operability and reliability
Translate complex technical issues into clear communication for both technical and non-technical stakeholders
Collect and channel customer feedback into Product and R&D teams
Create, maintain, and publish technical documentation, including support bulletins and knowledge base articles
Contribute to internal knowledge sharing and reusable troubleshooting resources
Review and improve technical materials such as training content, manuals, and troubleshooting guides

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 searching for an adaptable and quick-learning IT Support Engineer to join our global IT team. This role involves delivering technical support across our various offices, managing local and remote IT infrastructures, and ensuring efficient tool and system utilization. The ideal candidate possesses a robust IT foundation, embraces various technologies, and has an inherent passion for continuous learning. In close collaboration with all departments you'll contribute to the operational success of technology solutions that fuel our growth.
Responsibilities
Oversee day-to-day IT operations, including hardware, software, and network troubleshooting, support, and maintenance
Develop documentation and user training materials on software and tools
Establish scalable employee lifecycle management processes, ensuring seamless and compliant operations
Develop and execute IT policies and procedures that enhance data security, system integrity, and availability
Enforce compliance with ISO27001 or other information security standards
Permissions and licenses management across company apps
Manage and maintain hardware inventory, orders, and external vendor relationships
Package and distribute software packages across various operating systems.

We are looking for a senior systems engineer with proven experience leading the design and development of an interceptor missile. The systems engineer will take full responsibility for the interceptor missile from initial stages through deployment. A hands-on role in a young, growing company where deep engineering meets initiative, creativity, and a drive for performance.
Why Join Skapion?:
This is a unique opportunity to be at the heart of a defense-tech startup during its most exciting growth phase!
Responsibilities:

* Definition and design of the system architecture for an interceptor missile: sub-systems including the seeker, rocket engine, navigation and control systems, interface design, performance envelope definition, trials, and reliability tests.
* Setting system requirements, writing engineering specifications (ICD, SRR, etc.), and working with the various development teams.
* Leading system integration, conducting lab and field trials, and writing performance reports.
*  system -level risk management and supporting integration and production processes.
* Interfacing with internal and external customers, suppliers, and quality and safety stakeholders.
* Tracking and supporting the system throughout its lifecycle, including maintenance, updates, and support during operational deployment.