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We are looking for a talented, experienced Technical Support Manager to lead our global Tier 1 and Tier 2 support teams, delivering exceptional customer support experiences for our SaaS-based fintech platform

As Technical Support Manager, you will manage the day-to-day operations of a distributed support team while also staying technically engaged - reviewing logs, replicating issues, triaging escalations, and ensuring efficient incident resolution, while collaborating effectively with internal cross-functional teams.

Responsibilities
Lead, mentor, and manage global Tier 1 and Tier 2 technical support teams across multiple time zones.
Define and enforce SLAs, escalation procedures, and KPIs to ensure high-quality customer service and timely resolution.
Develop and implement scalable support processes and tools to improve efficiency and consistency.
Monitor team performance, provide coaching and feedback, and conduct regular performance reviews.
Partner with Product and Engineering teams to escalate and resolve complex technical issues and ensure timely bug fixes.
Manage the support knowledge base and contribute to internal and customer-facing documentation.
Collect and analyze support metrics and customer feedback to identify trends, drive improvements, and report to leadership.
Lead hiring, onboarding, and training of support team members globally.
Champion a culture of customer-centricity, accountability, and continuous learning.
Actively participate in troubleshooting complex issues escalated from Tier 1/2 support.
Support incident response by coordinating real-time efforts, communicating status, and leading root cause analysis.
Process & Tools

Continuously improve support workflows, ticket routing, and response templates.
Coordinate with Product, Engineering, and Customer Success to ensure smooth issue resolution and customer communication.
Optimize use of support tools such as Zendesk, Jira, Confluence, and monitoring platforms.
Use tools like SQL, Postman, Coralogix, Kibana, or AWS CloudWatch for debugging and insights.
Drive a feedback loop from support to product and engineering based on issue trends.
Customer Experience

Ensure customer satisfaction remains high through fast, accurate, and empathetic support.
Proactively identify pain points and advocate for customer needs internally.
Support VIP accounts or high-impact incidents directly when needed.

Required Sales Dev Rep Americas Region
About Us
We create solutions that empower IP businesses to collaborate with global partners in a way that creates the results they desire. Our vision is to create an industry in which IP professionals have all the information they need to build successful relationships with their partners, globally. We continuously strive to enhance the quality of our offerings to exceed customers' expectations.
Location:
We are located in the brand-new Azrieli Office building in Modiin, right next to the Azrieli Mall and just steps away from the train station!
What you will be doing:
You will be reaching out to Law Firms as well as large Corporations to showcase our solutions and our value proposition to their business. You will identify and reach out to prospects via cold calling, emails and LinkedIn messaging. Your goal is to open the door to new accounts and then hand them off to a more seasoned Regional Sales Manager so they can seal the deal. We work at a fast pace and this position comes with a tremendous opportunity for growth if you are a proactive and results-driven individual.
Key Roles and Responsibilities:
Reaching out to large firms across the globe, creating interest for our solutions, by the means of cold calling, emails and LinkedIn messaging. Once you make that initial contact youll pass on the account to the Sales Department.
Building relationships with executives in Law Firms as well as large Corporations, facilitating commercial discussions with the aim of onboarding new logos.
Analyzing and identifying new opportunities to better understand the market, relevant customers and potential stakeholders.

Who We're Looking For - The Dream Maker We're in search of an exceptional Senior backend Engineer, someone with a wealth of hands-on software engineering expertise.
As part of our core product team, you'll be at the forefront of crafting a groundbreaking solution that leverages cutting-edge technology to combat fraud.
Our ultimate goal is to equip our clients with resilient safeguards against chargebacks, empowering them to safeguard their revenue and optimize their profitability.
Join us on this thrilling mission to redefine the battle against fraud.
Your Arena:
* Take a senior role in the team of talented engineers, share your experience and demonstrate your expertise building our market-leading product.
* Design and implement the infrastructure of the system including the ingestion, algorithms, performance optimizations, and interactive applications.
* Build a highly scalable data platform for diversified and complex data flows.
* Have end-to-end ownership: Design, build, ship, measure, and maintain our backend services. You build it - you own it.
* Work closely with our fantastic Product team that created an industry-leading SaaS Product-Led-Growth offering.
* Join us in building a professional, fun company and engineering culture with the highest standard.

Who We're Looking For - The Dream Maker We're in search of an exceptional hands-on Data Scientist who can bridge data infrastructure, fraud analytics, and machine learning to enhance our fraud detection capabilities. This role requires someone who can drive projects from ideation to implementation , leading these efforts while thinking strategically about how we detect and prevent fraud at scale. Our ultimate goal is to equip our clients with resilient safeguards against chargebacks, empowering them to safeguard their revenue and optimize their profitability. Join us on this thrilling mission to redefine the battle against fraud. Your Arena
* Develop and enhance fraud detection models from concept to production, focusing on data normalization, network analysis, and risk scoring
* Take ownership to identify, analyze, and implement solutions for fraud patterns and behavioral anomalies.
* Design, build and maintain data science pipelines and fraud intelligence systems to improve detection accuracy.
* Collaborate with product, engineering, and risk teams to implement fraud prevention strategies.
* Own projects end-to-end - balancing short-term wins with long-term strategy.