דרושים » מחשבים ורשתות » Support Partner

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'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.

This role combines hands-on support at the companys headquarters, remote support for global users and offices, end-user asset lifecycle management, inventory and warehouse operations, hardware refresh initiatives, and ongoing ownership of global processes related to end-user equipment and workplace technology.

You will:
Provide global end-user support for hardware, software, networking, Microsoft 365 services, and workplace technologies across Windows and macOS environments.
Manage the full lifecycle of end-user devices, including procurement, deployment, onboarding, maintenance, refresh programs, and secure decommissioning.
Administer user accounts, access permissions, and collaboration platforms through Microsoft 365, Active Directory, and Microsoft Entra ID.
Own and maintain global IT asset inventory, warehouses, and equipment logistics, ensuring accurate tracking, availability, compliance, and cost optimization.
Support and operate meeting room technologies, Microsoft Teams Rooms, audiovisual systems, and workplace infrastructure to ensure seamless employee collaboration.
Lead IT operational improvements and cross-functional projects, leveraging reporting, analytics, automation, and best practices to enhance service quality and efficiency.