דרושים » תוכנה » Escalation 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 customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the 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 Coralogix
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 looking for a Solution Engineer.
Responsibilities:
Lead and support customer-facing Demand Forecasting use cases from discovery through deployment
Work hands-on with customer data to design, test, and validate forecasting solutions
Act as a trusted analytical and technical advisor to customers, deeply understanding their business context and datasets
Analyze and explain model outputs and complex analytical concepts in a clear, business-oriented way
Troubleshoot technical and data-related challenges and drive them to resolution
Collaborate closely with Data Science and Customer Success teams, providing structured feedback from customer use cases
Help customers achieve measurable business impact and adoption of Demand Forecasting module

The company story is likely one you havent heard before. Founded in 2015, were a bootstrapped product-led company that has grown to over 130,000 customers, 500 million users per month & millions of annual revenue.
We're looking for a Customer Support Engineer who has a passion for helping customers to join our support team and get the most out of our product.

In this role, youll be the point of contact for our customers, responsible for solving problems and ensuring they have the best experience with our product and our team.

We're looking for someone energetic, tech-savvy, who has high-level English and superb interpersonal skills.

** The position is full-time and requires the availability to work up to two evenings a week and 2 weekend shifts per month (Friday morning / Saturday Night).**
As a Customer Support Engineer at our company, you will:
Be in charge of our customer happiness and deliver amazing service.
Become a product expert who knows the ins and outs of what our company has to offer by helping our customers maximize the value they receive from us.
Proactively identify opportunities and optimization points to help our customers grow.
Represent the customer voice internally in Product, Marketing, and Business Development discussions.

We are looking for an adaptable and quick-learning IT Support Engineer to join our global IT team. This role involves delivering technical support across our various offices, managing local and remote IT infrastructures, and ensuring efficient tool and system utilization. The ideal candidate possesses a robust IT foundation, embraces various technologies, and has an inherent passion for continuous learning. In close collaboration with all departments you'll contribute to the operational success of technology solutions that fuel our growth.
The work days are Monday-Friday, with Friday being from home.
Responsibilities:
Oversee day-to-day IT operations, including hardware, software, and network troubleshooting, support, and maintenance
Develop documentation and user training materials on software and tools
Establish scalable employee lifecycle management processes, ensuring seamless and compliant operations
Develop and execute IT policies and procedures that enhance data security, system integrity, and availability
Enforce compliance with ISO27001 or other information security standards
Permissions and licenses management across company apps
Manage and maintain hardware inventory, orders, and external vendor relationships
Package and distribute software packages across various operating systems.