דרושים » מחשבים ורשתות » Support Partner

Job Type: Full-time position.
Location: On-site - at our offices in Kfar Saba, Israel.
Position Overview: We are looking for a proactive and customer-oriented Technical Support Engineer (L1/L2) to join our team in Kfar Saba. This role combines hands-on customer support (Level 1 & 2) with technical troubleshooting and QA involvement.
You will be the main point of contact for customers in Europe and Israel, and also serve as a backup for the US support team, ensuring excellent service while contributing to product quality and continuous improvement.
You will play a key role in customer satisfaction and product quality, acting as the bridge between customers and our product. Your work will directly impact how customers experience us and how our platform continues to improve.

Responsibilities:
Customer Support & Communication.
Provide excellent support via email, chat, phone, and video calls.
Guide customers, demonstrate the system, and solve issues in real time.
Ensure a high-quality support experience and strong customer satisfaction
Technical Troubleshooting (L1/L2).
Investigate and resolve technical issues end-to-end.
Analyze logs, use internal tools, and perform basic database queries
Reproduce issues and document findings clearly.
QA & Product Involvement.
Take part in QA activities and collaborate with QA and development teams.
Validate fixes and support testing (regression, sanity checks).
Identify recurring issues and contribute to product improvements
Documentation & AI Tools.
Maintain and improve technical documentation and knowledge base.
Use AI tools to enhance support efficiency and workflows.

Required Senior IT Helpdesk Technician
Job Overview:
As an IT Helpdesk Technician, youll play a pivotal role in ensuring that our IT infrastructure remains robust, accessible, and secure for all internal and remote employees. This position demands high expertise in troubleshooting various hardware, software, network, and SaaS application issues. Your ability to resolve technical problems quickly and effectively will directly support our companys mission of operational excellence and security.
Key Responsibilities:
Manage, prioritize, and resolve incoming IT support requests through the ticketing system, maintaining clear and effective communication with end-users.
Diagnose and resolve complex issues related to hardware, software, networks, and SaaS applications with precision and efficiency.
Provide high-quality technical support to diverse internal and remote employees, ensuring swift and professional issue resolution.
Identify recurring issues and work proactively to prevent future occurrences, enhancing system reliability.
Maintain accurate records of troubleshooting and resolution processes. Create and update documentation to support knowledge transfer within the IT team.

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.

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.

What youll do:
Technical Support & Troubleshooting.
Provide technical support globally across all our offices, with primary focus on your assigned region (EMEA).
Diagnose and resolve hardware, software, and connectivity issues across macOS and Windows environments.
Troubleshoot Tier 1 office network and connection issues, escalating complex problems to the appropriate team.
Install, configure, and troubleshoot end-user devices, software, and peripherals.
Provide technical support for video conferencing (Google Meet, Zoom, Zoom Rooms, Neat), audio/visual setups, and company events
Service Management.
Manage and respond to service requests efficiently via the IT ticketing system, ensuring thorough documentation of all interactions.
Prioritize incidents and requests in alignment with Service Level Agreements (SLAs).
Walk colleagues through problem-solving processes and provide clear guidance on IT products and services.
Escalate unresolved issues to the next level of support with complete context and documentation.
Operations & Continuous Improvement.
Facilitate IT onboarding and offboarding processes, ensuring a smooth employee lifecycle experience.
Maintain accurate IT asset inventory and support asset lifecycle management.
Create and maintain knowledge base articles and technical documentation for the team and self-service channels.
Identify and suggest improvements to IT procedures, workflows, and automation opportunities.
Leverage AI tools and automation to improve support efficiency, reduce resolution times, and enhance the employee experience.

We are looking for a proactive and detail-oriented Support Specialist to help improve the effectiveness, consistency, and quality of our global support organization.

The role will focus on support process ownership, quality reviews, operational follow-up, and continuous improvement initiatives. Working closely with support managers and team leaders, this position will help ensure that support standards are consistently applied, improvement actions are executed, and customer-facing operations continue to evolve and improve.

You will:

Case & escalation quality checks: Audit cases for handling quality, SLA adherence, and RMA compliance. On escalations specifically, check the fit between analysis and action - was the case properly diagnosed, and did the resulting action (response, RMA, R&D hand-off) match it?

KPI monitoring: Track KPIs in Salesforce and Tableau, spot anomalies, and turn the numbers into clear updates for managers.

Case trends & knowledge base: Analyze recurring issues and categorization patterns, feed them to R&D/Product/CS, and keep the knowledge base current - turning recurring resolutions into new KB articles.

Process support: Help keep support-process documentation on Confluence accurate and up to date.

Ad-hoc projects: Pick up the improvement tasks managers want done but don't have time for.

We are looking for a proactive and detail-oriented Support Specialist to help improve the effectiveness, consistency, and quality of our global support organization.

The role will focus on support process ownership, quality reviews, operational follow-up, and continuous improvement initiatives. Working closely with support managers and team leaders, this position will help ensure that support standards are consistently applied, improvement actions are executed, and customer-facing operations continue to evolve and improve.

You will:
Lead innovative technical solutions in the telecommunications, intelligence, and cyber domains.
Responsible for matrix management of response teams throughout the sales cycles - including R&D, Product & Project management, Marketing, and more
Able to manage Customer-facing activities, including commercial and technical sessions, demonstrations, and presentations.
Involved in and responsible for preparing white papers, Impact assessments, high-level solution descriptions and pricing strategies.
Write comprehensive technical and marketing documents.
You will be the main point of contact (go-to-guy) for the Presale group for all communication with the product and R&D group.
Full responsibility of Technical and Maintenance support with all presale demo systems.
Preparation of POC (proof of concept).

We are looking for a Global Tier 1 Support Manager. The demands on our global support operation are growing fast - and the way we deliver support is transforming just as quickly.

The Global Tier 1 Support Manager is responsible for the performance of our Tier 1 support operation globally - across all channels and delivery models, including us in-house offices, distributor/partner Tier 1 teams, and outsourced contact centres. This is a matrix management role.

The teams you oversee are distributed across geographies and report locally to their own managers - your job is to align them, set the standard, track performance, and make sure things get fixed when they are not working. You will be close to the data and close to the issues - reviewing dashboards daily, working directly with local team leads, and pushing AI and automation into the operation as a practical way to handle more volume without adding headcount.

Your key responsibilities will include:

Matrix Team Oversight & Alignment Work with Tier 1 team leads across our offices, partner networks, and third-party providers. Your influence comes from clear standards, good data, and strong relationships. Make sure every team lead knows what good looks like and has what they need to deliver it.
Multi-Team Coordination Oversee Tier 1 support across all channels (phone, email, chat, portal) and all delivery models - our offices, distributor/partner teams, and outsourced contact centres. Make sure processes are consistent and teams are not operating in silos.
Efficiency Improvement Through AI & Automation Actively bring AI into the day-to-day operation - IVR automation, AI-assisted agent tools, self-service deflection, smarter triage. Identify the use cases and work with our implementation teams to deliver AI based solutions.
Performance Tracking & Alerts Work from a dashboard every day. Set up targets and alerts alerts so that our SLA standards are adhered to and that volume spikes, or quality drops are caught immediately. Look at metrics such as First Call Resolution (FCR), Average Handling Time, Average Waiting Time, CSAT and Produce a weekly summary for senior stakeholders and flag issues before they develop.
Monthly Business Reviews Run the MBR process with all Tier 1 delivery partners including third-party contact centres. Make sure the numbers in the room are the right ones and that the conversation results in clear actions, not just a slide deck.
Knowledge & Training Make sure every Tier 1 team - in-house, partner, and third-party - has access to current, accurate product and process knowledge. Work with the KMS and LMS owners, identify gaps, and make sure training actually happens and sticks.
Staffing & Capacity Use volume and trend data to validate that headcount requests are correctly calibrated to actual need.
Working Across Teams Work closely with Tier 2, Product, R&D, and the Business Tools team. Most support problems have a root cause outside of support - your job is to find it and make sure the right people are fixing it.
Partner & Distributor Teams Work with distributor and partner Tier 1 teams to improve their support capability - fewer unnecessary escalations to us, better handling at the partner level.

We are looking for a Delivery Manager to join our growing Delivery team, taking responsibility for delivering our product from installation through to operational systems in secure environments. This is a highly technical role with managerial responsibilities, where you will be actively involved in hands-on product installations, from the server to software, and lead the entire delivery process. This includes preparing supporting documentation, coordinating with the client to ensure site readiness, and leading pre-installation planning. The role also requires working with server rooms, virtual environments, and practical experience in configuring and troubleshooting network and communication systems.

The role includes international exposure and project management across global markets (e.g., Singapore), with approximately 40% travel expected.



What Youll Do

Lead and manage the product delivery process - installations, configurations, testing, and ongoing maintenance.
Perform hands-on installations of the product, from the server to software systems.
Oversee installations in the field and provide technical support as needed.
Prepare and deliver systems according to customer-specific documentation sets and checklists.
Collaborate with R&D to ensure smooth integration and product delivery.
Contribute to defining processes and maintaining system stability in secure environments.
Monitor the progress of projects and ensure timely delivery.
Manage post-delivery support activities, including troubleshooting and issue resolution after the system is operational.
Ensure ongoing customer satisfaction by providing continuous support and serving as a point of contact post-implementation.
Coordinate delivery projects across international markets, requiring awareness of cross-cultural collaboration and global work practices.
Utilize project management tools (e.g.,ClickUp JIRA, Trello, Asana) to track delivery status and maintain clear communication with all stakeholders.
Maintain organized documentation of system versions, configurations, and part numbers (P/Ns) for all customer deliveries, ensuring accurate traceability and release records.

We are looking for an experienced Data Center Operations Engineer to join our IT department. In this role, you will maintain and support a large-scale global server and GPU infrastructure, monitor and troubleshoot hardware failures, and collaborate with senior system specialists to resolve complex issues across production and research environments.
We offer a dynamic, innovative production and research environment and expect a strong commitment to maintaining high service availability, performance, and reliability.
Responsibilities:
Deploy (rack and cable) new servers, GPUs, and infrastructure hardware.
Monitor and troubleshoot IT infrastructure hardware issues across all company data centers.
Coordinate vendor engineers site visits.
Perform hardware break/fix activities including replacement of drives, RAM, CPUs, GPUs, power supplies, and other server components.
Maintain firmware versions up to date.
Manage company data center inventory.
Monitor and manage DC environment parameters including power usage, airflow, cooling, and rack capacity.
Support and keep hardware in an high-performance compute environments used for compute-intensive workloads and research activities.