דרושים » מחשבים ורשתות » Technical Support Engineer

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 are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with at scale.
What Youll Do:
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
Communicate with customers via email, live chat, and screen shares.
Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
Develop in-depth knowledge of our products and their features.
Engage with customers to understand and fulfil their goals with our solutions.
Apply and share best practices for optimal use of our products.
Innovate and propose ideas for enhancing the overall customer experience.

As a Product Support Engineer you will have a pivotal role in providing assistance to our customers and sales team by addressing technical inquiries, troubleshooting issues, and ensuring the uninterrupted functionality of The Enterprise Browser throughout the entire customer journey.

We are looking for engineers whose customer obsession is in their DNA and who possess a strong eagerness to learn, evolve and become experts in our cutting-edge technologies.



Responsibilities:

Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.
Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
Ability to work off-hours when needed.

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 an IT Support Specialist to provide Tier 1 and Tier 2 technical support for company employees during a temporary replacement period. The role includes hands-on support for the Tel Aviv office and remote support for employees across all company locations. The ideal candidate is service-oriented, technically strong, and experienced with both modern workplace technologies and SaaS environments.
Responsibilities
Provide Tier 1 and Tier 2 technical support for employees in the Tel Aviv office and remotely worldwide.
Troubleshoot and resolve hardware, software, networking, and access-related issues.
Support and maintain macOS and Windows operating systems.
Manage and support SaaS platforms and cloud-based workplace tools.
Assist employees with onboarding, offboarding, and device setup.
Configure and maintain laptops, peripherals, printers, and meeting room equipment.
Support and troubleshoot AI-based productivity and workplace tools.
Handle user account management, permissions, and security best practices.
Document technical issues, solutions, and internal IT procedures.
Collaborate with global teams and external vendors when needed.

As a Technical Support Engineer, youll be the one making sure that all existing customers issues are properly and thoroughly handled by the various relevant stakeholders.

You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.

Responsibilities
- Lead investigation and resolution of complex technical issues, performing deep root cause analysis across application, network, security, and platform layers.

- Use logs, APIs, telemetry, and AI-powered tools to troubleshoot product behavior and accelerate issue resolution.

- Partner closely with R&D and Product teams to reproduce issues, validate fixes, document defects, and improve product quality.

- Own critical customer escalations, driving communication, coordination, and timely resolution.

- Participate in customer meetings to provide technical guidance, explain findings, and support resolution plans.

- Act as a technical focal point for customers and internal teams on product, integration, and security-related topics.

- Identify recurring issues and recommend improvements to product functionality, support processes, and automation.

- Create and maintain knowledge base articles, troubleshooting guides, and technical documentation.

- Support onboarding, training sessions, and knowledge sharing across teams.

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.

We're hiring a Technical Support Engineer to provide excellent customer support for highly technical users, from AI engineers to infrastructure architects. You'll be monitoring incoming tickets, fielding requests, helping teams debug production LLM applications and agents, and ensuring critical issues get resolved quickly. You'll be a key part of delivering world-class technical support for modern AI platforms.

Your responsibilities will include:

Monitor incoming support tickets and provide timely responses to technical support inquiries-diagnosing issues across customer setup, Tavily products, and deployment issues
Escalate queries to Engineering and Customer Success if required depending on scope and impact
Field requests as part of our follow-the-sun support coverage to ensure customers get help when they need it
Collaborate with engineering, operations, documentation, and product teams to escalate and resolve bugs, and communicate customer needs
Use and help improve internal tooling, diagnostics, and runbooks for issue triage
Participate in post-mortems for critical incidents and help document learnings
Track KPIs for support health (CSAT, bug recurrence) and contribute to continuous improvement efforts
Help improve documentation and knowledge articles to enhance self-service resources

Were looking for a Senior Technical Support Engineer (Tier 2-3) to establish and lead our technical support capability from the ground up. This is a founding role within the support organization, where you will define how support operates at Noma - from incident handling and troubleshooting workflows to internal tooling, knowledge base creation, and escalation processes.

You will work directly with enterprise customers, security teams, and internal engineering, solving complex technical issues related to AI systems, cloud environments, integrations, and cybersecurity controls. This role requires strong investigative skills, deep technical understanding, and the ability to translate complex problems into actionable solutions.

This is a high-impact, highly technical role where you will partner closely with Engineering, Security Research, Product, and Customer Success to ensure customers successfully deploy, operate, and trust Nomas AI security platform.

What Youll Do

Build the Technical Support Function
Establish the Tier 2-3 support foundation at Noma, including processes, workflows, and best practices.
Design escalation paths between Support, Engineering, and Security teams.
Create internal knowledge bases, troubleshooting playbooks, and support documentation
Serve as the primary escalation point for advanced technical issues.
Investigate and resolve issues related to AI security monitoring, cloud environments, APIs, integrations, and platform performance.
Perform deep troubleshooting and root cause analysis across distributed systems.
Work closely with engineering to identify bugs, validate fixes, and improve system reliability.
Work directly with security engineers, DevOps teams, and platform owners at customer organizations.
Assist with platform deployment, configuration, and integration within complex environments.
Guide customers through security incidents, investigations, and remediation steps.
Provide feedback that improves platform stability, usability, and observability.
Contribute to onboarding and documentation that enables the future scaling of the support team.