דרושים » תוכנה » Technical Support Engineer

We are looking for a Hebrew Speaking Customer Support Specialist to assist our customers with technical problems when facing our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

What youll be doing:
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Identify and assess customer needs, troubleshoot issues, and provide appropriate solutions or escalate to the appropriate department if necessary.
Maintain a high level of product knowledge to effectively address customer questions and concerns.
Document all customer interactions and resolutions accurately and thoroughly in the companys CRM system.
Collaborate with other teams, including sales, marketing, and product development, to address customer issues and improve overall customer satisfaction.
Proactively identify opportunities to enhance the customer support process and contribute to continuous improvement initiatives.
Assist in the development of support materials, such as FAQs and knowledge base articles, to empower customers to self-serve when possible.

we are looking for a Technical Support Engineer.
As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience.
In this role, you will be responsible for:
Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
Provide expert technical support across Payments, Payees, and Cards domains, including complex payment workflows and payment provider integrations, while working closely with internal operational and Engineering teams to ensure seamless customer resolution.
Diagnose and troubleshoot high-impact payment issues, including payment lifecycle discrepancies, provider-related failures, cutoff-related delays, transaction status issues, and payment processing escalations, driving robust and customer-focused resolutions.
Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
Maintain internal documentation and actively contribute to knowledge-sharing across the team.

We are looking for a highly motivated and customer-focused professional. As part of the Tier 3 Cortex XDR support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.
Our methodology is first class support. Weve been recognized for it as an industry leader and were dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customers experience. You will learn your clients business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. Youre close to the deployment of cybersecurity solutions - and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions - and you dont wait for those issues to escalate from our clients. Instead, you find them. Youll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
Key Responsibilities
Respond to customer-reported issues in adherence to established Service Level Agreements
Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s), characterizing and implementing the fix
Provide timely feedback on the development process on customer-reported product problems
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Were looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. Youll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.
Responsibilities:
Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
Create and update support documentation while logging all interactions in the support system.
Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

We are looking for a Hebrew Speaking Outbound Support & Compliance Specialist to join our team. This role is focused purely on customer service and operations, with a strong emphasis on proactive phone support and compliance/KYC processes.

The ideal candidate must be comfortable handling a high volume of outbound calls, working closely with credit card companies, and driving issues to resolution. To support your workflow, you will be equipped with advanced AI tools (such as automated dialers), but the core of the role relies on your human touch, communication skills, and personal initiative.


You will:
Manage heavy phone support, focusing on proactive outbound calls to customers and partners regarding compliance, KYC, and operational needs.
Work closely and daily with credit card companies to handle operational, onboarding, and service inquiries.
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Identify and assess customer needs, troubleshoot issues, and provide appropriate solutions.
Maintain a high level of product knowledge to effectively address customer questions and concerns.
Document all customer interactions and resolutions accurately and thoroughly in the companys CRM system.

We are looking for a Technical Support Engineer to join our highly experienced global team.
The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction.
This role is tasked with helping our company customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the company Platform.
What Youll Do
Serve as our customers single point of contact for any tech-related matters
End-to-end ownership of customer support cases from opening until closure, ensuring customer satisfaction
Establish relationships and engage with technical counterparts to drive product adoption and expansion
Train and coach customers to a successful onboarding process and ongoing usage
Advocate internally for customer needs - be the technical voice of the customer within our company
Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues
Prioritize and manage several open issues at one time
Properly escalate unresolved issues to the appropriate internal teams.

We're looking for a passionate and skilled Customer Support Expert to join our dynamic team. This team is critical to enhancing our players' experience by analyzing ticket data, building workflows for agents, and sharing feedback analysis with company stakeholders. If you're data-driven, proactive, and thrive in a collaborative environment, we want you to be part of our journey!
Responsibilities
Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
Collaborate closely with various teams within the company to optimize the player experience.
Provide professional and efficient customer support while serving as a point of contact between our teams and our players, ensuring high customer satisfaction.
Analyze and review internal workflows to identify areas for improvement and implement process optimizations.
Analyze customer inquiries and pain points to identify trends and implement solutions.

we are looking for a Technical Support Engineer.
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.

Required Escalation Engineer
Description
We hava unified payments, payouts and fintech on one worldwide platform, and were assembling the worlds best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities are limitless.
We believe in straight talk, quick decisions, strong execution and elegant solutions. this is where hard work pays off and careers take off. Join us and lets build the future of fintech together.
As a Escalation Engineer you will be responsible for:
Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge, by being a point of advice for the CS department and other internal teams, and work on keeping our KB up to date, including creating new articles.
Manage major and critical production outages - Take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.
Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible.
Analyze production traffic and locate design gaps - deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio.
Participate in the features development life cycle - starting from the design to the implementation method, and the handover to the relevant teams.
Maintain production quality - work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality.

This role sits at the intersection of deep analytical work and broad, cross-functional projects. You will work with cutting-edge technologies and tackle complex technical challenges.

That said, this isn't just about high-level strategy. You will also handle meticulous, repetitive tasks, but we expect you to use your tech skills and AI expertise to automate them wherever possible.

WHAT WILL YOU DO?
Balance high-level analytical tasks with hands-on, execution-heavy projects.
Utilize advanced GenAI models (like Claude, Gemini, etc.) to optimize workflows, find creative solutions, and build smart automations.
Write scripts to streamline repetitive processes, manage data modifications, and eliminate manual bottlenecks.
Deep dive into new systems, tools, and emerging technologies, quickly becoming the team's go-to expert.
Handle documentation and manual number-crunching with high precision, while constantly looking for ways to improve the process.