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we are an early stage and well funded startup.
Were a team of doers from all walks of life who share a passion for AI and innovation in the world of Freight forwarding! .
We develop an AI-based pricing optimization and shipment automation web platform, designed to eliminate inefficiencies regarding freight pricing, placement, and shipping in general.
We are on a fast growth trajectory, and every day we strengthen our position as the leading Fintech company in the supply chain data arena.
As a one-stop-shop for freight forwarders, we bring innovation to the trillion-dollar global freight industry.
The opportunity
At our company, weve been fortunate to enjoy rapid growth and adoption by customers from all over the globe, and actually, were just getting started. As a Customer Success Manager you will join a small team that moves fast.
Together with the team, you will provide top-notch service to our customers, and support the rollout of a new product and features to the market. Youll be expected to execute fast but, more importantly, to solve problems and find long-term solutions that can be implemented as new processes, products, or features.
Responsibilities (or what youll be doing):
You will join a CS team in its early stage so there's a lot of room for creativity and building processes from scratch. You will be expected to contribute and improve current methodologies.
Help customers succeed and provide support both on the technical level and on the business side.
Onboarding new customers to be able to use our platform
Building and teaching technical courses on the platform
Deliver excellent support to customers, understand their needs, and ensure their success.
Serve as the main point of contact while acting as a liaison between clients and the rest of the company team.
Provide customers with Introduction and training of new features in order to maximise the usage and educate them through marketing and product documents.
Maintain a comprehensive and updated knowledge base - Analyze customer usage data, gather insights and lessons
Provide internal customer feedback.

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 Coralogix customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the Coralogix Platform.

Responsibilities:
Serve as our customers single point of contact for any tech-related matters.
End to End ownership of customer support case 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 us.
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 appropriate internal teams

We are seeking an experienced and passionate Global Head of Technical Account Management (TAM) to lead our worldwide TAM function across the US, EU, Middle East, and APAC regions. This leader will manage 68 regional TAM managers and their teams, ensuring a consistently excellent technical and customer experience. This is a highly strategic and hands-on leadership role that blends deep technical expertise, exceptional customer-facing skills, and inspirational people leadership.

As the owner of global TAM operations, you will define the vision, operational structure, and execution strategy to ensure world-class onboarding, enablement, and long-term technical success for our customers.

Key Responsibilities:

Global Leadership & Strategy:
Lead, scale, and coach a global team of TAM managers and their respective regional teams.
Establish a unified global TAM methodology, aligned with business goals, technical excellence, and regional nuances.
Define strategic goals, KPIs, and operational metrics for TAM success across all regions.
Partner closely with R&D, Customer Success, Product, Sales, and Support to drive holistic customer outcomes.

Hands-On Technical Expertise:
Maintain hands-on fluency in observability tooling, logging infrastructure, and cloud environments.
Act as a senior technical escalation point for complex deployments or architectural challenges.
Provide in-depth technical guidance on customer environments, use cases, and integration scenarios.

Customer Excellence & Relationship Building:
Serve as a senior executive presence in critical customer engagements and escalations.
Partner with top-tier customers to ensure technical adoption, value realisation, and long-term retention.
Champion a customer-obsessed culture focused on outcomes, not just deliverables.

Data-Driven Management:
Use customer usage and performance data to inform strategy, refine processes, and identify risk/opportunity areas.
Lead TAM org reviews based on insights, trends, and team performance analytics.
Collaborate on the development of tools and dashboards to ensure visibility and impact tracking.

Were looking for an Escalation Operations Specialist who thrives at the intersection of customer success, product, and engineering. In this role, you will focus on building and optimizing the processes, workflows, and tools that ensure escalations are handled effectively across our Support, Customer Success, Product, and R&D teams.

This role is ideal for someone who loves managing complex project.

Responsibility:

Escalation Process Management: Oversee the customer success escalation process end-to-end. Ensuring timely and effective resolution of customer issues, requests, and bugs.
Customer Issue Resolution: Reduce and improve customer MTTR (Mean Time to Resolution) by managing bugs and feature requests with R&D, ensuring proper prioritization and follow-up.
Deprecation & Product Changes: Lead communication and coordination for product deprecations and changes. Ensure clear and professional messaging to customers regarding actions and updates.
Cross-Functional Collaboration: Partner closely with CS, Product, and R&D teams to drive escalations to resolution and manage technical projects requiring multi-team involvement.
Project Management & Tracking: Utilize Jira and other project management tools to effectively track, manage, and report on escalations and related tasks.
Automation & AI Integration: Leverage automation tools and scripts to reduce manual effort and streamline workflows. Use AI tools to enhance escalation handling and support processes.
Operational Process Improvement: Continuously refine escalation workflows, introduce best practices, and improve overall operational efficiency.
Escalation Training & Guidance: Collaborate with Customer Support to ensure proper handling of escalations. Mentor and guide the team onmanaging high-priority and complex issues.