לוח משרות דרושים תמיכה טכנית - מחשבים ורשתות בהרצליה

we are a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery Storage, backup systems, EV charging, and complete home energy management ecosystems. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive. The Technical Solutions team serves as the final escalation point within the Technical Support organization and acts as the primary interface with R&D, Quality, Product Management, and Engineering. Technical issues - both hardware and softwarethat cannot be resolved by Tier 1 and Tier 2 support teams are escalated to the Technical Solutions experts located across our global sites. As a Technical Service Engineer - Tier 3, you will troubleshoot and resolve the most complex and challenging technical issues. Location: Herzliya or Modiin. What youll be doing:
* Work closely with R&D and Product teams to resolve complex technical issues escalated by the global service organization.
* Participate in product definitions, testing, validation, and integration activities.
* Investigate and analyze data from the companys large-scale installed base.
* Continuously improve the technical knowledge of junior Support Engineers by conducting weekly trainings, reviewing escalated cases, and teaching troubleshooting methodologies.
* Provide product training and mentorship to junior Support Engineers.
* Create, update, and maintain troubleshooting procedures and technical knowledge base articles; ensure these are shared with the entire Support organization.
* Ensure all customer-facing support levels remain up to date with troubleshooting processes, technical know-how, and product enhancements by collaborating closely with R&D, Q&R, and Product teams.
* Provide on-site support and training to global customers when required.
* Maintain and manage product environments used by the Customer Support organization.
* Serve as the primary escalation point for Tier 3 issues raised by Tier 1 and Tier 2 support teams worldwide.
* Ensure customer and partner inquiries are handled professionally, within established SLAs, delivering high-quality Technical Support and customer care.

we are now searching for a Technical Support Engineer to join our Customer Support team.
The Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily. He or she also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap.
As a member of a small and dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects.
We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and doing what it takes, to contribute to quick growth.
What You Will Be Doing:
Customer Issue Management:
Review and prioritize the queue of open tickets, ensuring timely resolution of each issue.
Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
Investigate and research customer-reported issues, striving to recreate and resolve them promptly.
Collaborate with internal departments, such as Product Development, Finance, Legal, etc., as needed to address customer requests in a coordinated and efficient manner.
Provide responsive phone and chat support to address customer queries and concerns.
Documentation and Reporting:
Ensure comprehensive documentation of all customer interactions, updates, and resolutions in the ticketing system.
Maintain proper attributes and tags for tickets, facilitating efficient tracking and reporting.
Create and update customer-facing knowledge base articles to aid in issue resolution and self-help for customers.
Continuous Improvement.
Proactively enhance technical knowledge and proficiency in products.
Collaborate with cross-functional teams to contribute insights and feedback for product improvement.

As a Support Engineer, you will be an integral part of our elite technical support organization, collaborating with a global team of experts across Engineering, QA, Security, and Product Support.

In this role, you will leverage a diverse skill set, including:
Serve as a trusted technical advisor, ensuring customer satisfaction and solution effectiveness.
Communicate clearly with both technical and non-technical stakeholders.
Document solutions, procedures, and known issues for internal and customer use.
Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.