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 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

We're looking for a Senior Support Engineerto be part of the technical backbone of our support organization. You'll join a team of experienced support engineers, bringing together deep technical expertise and strong customer knowledge to resolve the most complex issues our enterprise customers face.

This role is the primary escalation point for our frontline support team - the person they turn to when an issue demands deeper investigation, broader product context, or a more senior technical hand. You'll be expected to lead from the front: diving into complex data pipeline failures, owning resolution end-to-end, creating runbooks, and domain expertise to continuously raise the bar as you always keep your knowledge up to date.

Beyond the technical work, you'll be a trusted face to our enterprise customers - attending customer meetings, communicating with clarity and confidence, and building the kind of credibility that makes customers feel in good hands even when things go wrong.

This is a role for someone who takes real ownership - of the quality of every escalation that moves upstream, and of the knowledge systems that make the entire support organization smarter over time.

What You'll Do:

Know how to take resolution within the SLA end-to-end - ensuring complex issues are resolved thoroughly, not just closed.
Be the technical escalation point from the frontline support team, picking up high-complexity issues and driving them to resolution with minimal unnecessary escalation to R&D.
Own the team's knowledge base and runbook ecosystem - making sure documentation is alive, accurate, and genuinely useful, not a graveyard of stale procedures.
Set and enforce R&D handoff quality standards - every escalation that reaches engineering should be well-investigated, clearly documented, and impossible to bounce back as "not enough info."
Develop deep product area expertise across domains, distributing ownership across your team so that every product surface has a go-to engineer.
Represent the support function in customer meetings - you'll be the technical face of support for enterprise accounts, able to speak credibly about root causes, timelines, and remediation.
Collaborate closely with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and feed product insights back upstream.

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're looking for a candidate with strong technical ability combined with advanced customer service skills, ready to join a dynamic and innovative work environment. Responsibilities:
* Providing front-line support to internal users: diagnosing and quickly resolving hardware, software, and network issues.
* Diagnosing and troubleshooting technical problems: identifying root causes, resolving technical issues, and giving users clear, concise explanations.
* Managing tickets and documenting issues: logging and documenting service tickets in a ticketing system to support tracking and process improvement.
* Collaborating with technical teams: escalating complex issues to additional technical teams in an organized way, while keeping the user continuously updated.

At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge Storage platforms that redefine performance, reliability, and cyber resilience at scale. As the leader of the Remote Support organization, you will be responsible for driving operational excellence across the teams, ensuring best practice procedures and highest standard of technical disciplines. You will collaborate effectively with other functions across the Development, Level 3 (L3) Support, Customer Support, Mechanical Engineering, and Account Technical Advisers. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives.

Responsibilities:
- Lead and develop multiple global technical teams through their GEO Team Leads/Manager.
- Drive operational excellence, technical disciplines, process improvements, and global alignment.
- Partner with R&D, Product, Mechanical Engineering, and Customer-facing teams to improve customer outcomes.
- Collaborate with a variety of teams and interests (Senior Support Team, Technical Advisers, Global Operations)
- Ensure high levels of customer satisfaction and service delivery.
- Provide leadership, coaching, and strategic direction to Managers/Team Leads and senior technical contributors.
- Prioritize resources and initiatives to maximize business impact
- Contribute to maintaining and improving internal knowledge base and procedures
- Engage with L3 to solve field issues, known best practices and procedure updates
- Actively participate in projects as assigned, in order to achieve department and Company goals
- Travel domestically or internationally as required