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In this role you will be responsible for the following:

Help customers worldwide resolve complex technical issues, through support portal, chat, screen-share and calls, as required.
Work closely with the Run:AI Engineering and Product teams for escalation of cases when needed.
Managing independently a queue of tickets and technical projects
Develop internal and external knowledge bases to better support the customer's needs and share best practices
Troubleshoot complex technical issues both in a customer Kubernetes environment and on the Run:AI SaaS infrastructure.
Adapt and innovate in order to constantly improve the customer experience.
Write documentation, create examples and how-to documents, on a regular basis.

We are looking for a Customer Support Engineer to join our growing team!

As a Customer Support Engineering team you will be regarded as a Data technical expert and, as such, you will be involved in daily technical operations and escalations. You will be a part of our Flight Crew for our customers, working with a small team of other Support Engineers and Success Managers to handle all post-sales activity for the customer.

The main responsibilities include responding to customer issues (reactive and proactive), evaluating the problem, using hands-on-keyboard skills to solve for the issue, and escalating to engineering with as much detail as possible when you cant. You will also be involved in developing and testing and solutions in strategically and tactically significant applications and use cases, including file protocols, machine learning, object storage, and high-performance computing at customer sites and in the lab. You will work directly with customers, and various business functions: consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field activities and our engineering teams to solve technical problems.

The Role:
Build trusted customer relationships based on your customer-first mindset, technical excellence and command of our product.
Respond to technical support issues quickly, working hands-on-keyboard to solve or escalate the issues while being highly communicative.
Complete daily technical operations as needed for the customers, working technical issues to full resolution and closure.
Perform and support field services for customers: installations, upgrades, break-fix and expansions as needed.
Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
Advocate for the priorities of your assigned accounts and continuously track and follow up on bugs, feature requests and escalations.
Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of our products.
Support and guide our data account teams on account technical status and activities.
Manage workload to balance meeting KPIs and our SLAs with ensuring customer happiness and satisfaction.

This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and secure cloud platform and is on a fast track to becoming the worldwide market leader dont miss it!
Were looking for an experienced Engineering Manager to join the team.
In this critical role, you will lead an excellent group and solve architectural and engineering challenges.
You will be building highly scalable solutions, providing management common capabilities for multiple services and domains.   
Responsibilities:
Leading Cato's access product line across engineering disciplines- backend, agents, frontend and automation.
Lead an excellent engineering group  through recruitment, mentoring, and day-to-day management.  
Leading the architecture, design, and development of complex multi-tenant cloud services.  
End to End development from the processing of large-scale data to web interfaces.  
Researching new technologies and adapting them for use within the companys product   
Collaborating with multiple development teams.

This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and secure cloud platform and is on a fast track to becoming the worldwide market leader dont miss it!
We are looking for an experienced Escalation Manager to join us.
The Escalation Manager will be responsible for managing and driving the resolution of complex customer issues related to our networking products and services.
This role involves coordinating cross-functional teams, communicating effectively with customers, and ensuring timely driving for resolution of escalated issues
Responsibilities:
Serve as the primary point of contact for escalated customer issues, ensuring that they are addressed promptly and effectively
Coordinate with cross-functional teams (e.g., engineering, product management, customer support) to drive resolution.
Track and manage escalation progress, ensuring timely and effective resolution.
Maintain clear and consistent communication with internal stakeholders and customers throughout the escalation process, providing regular updates and setting realistic expectations.
Identify patterns and trends in escalated issues, and work with relevant teams to develop and implement process improvements to prevent future occurrences.
Oversee the creation and distribution of customer-facing communications, including status updates, incident reports, and RCA (Root Cause Analysis) documents.
Prepare and present regular reports on the status of escalated issues, including root cause analysis and resolution timelines, to senior management.
Provide guidance and training to support teams on best practices for issue resolution and escalation management.

known for being the top rated video interviewing platform and has recently expanded to become the most comprehensive and flexible hiring solution for small and medium sized organizations. With the acquisitions of an ATS and Assessment platform,  a complete Talent Acquisition Suite designed to meaningful connections between talented individuals and organizations. Hire is currently seeking a Customer Support Specialist. As the first point of contact for our customers, the Customer Support Specialist is responsible for providing exceptional customer support through direct communication to solve problems, answer questions, and give advice and support. Who we are looking for: The most important requirement is that you care about the experience of others. You're the type of person that would go above and beyond to resolve client issues. Friendliness and patience are necessary personality traits. You are confident with yourself and you can stay calm when customers are upset. You will also need to be able to independently organize and prioritize tasks and schedules. You are a driven person, no one needs to push you to excel, its just who you are. This isnt a fit for anyone whos OK with things falling through the cracks.
 
 
Responsibilities:
 
* Communicate with customers via live chat or video calls to answer questions and troubleshoot problems.
* Handle complaints, provide appropriate solutions and workaround alternatives within the SLA time limits.
* Demonstrate and assist customers with using product features and functionalities.
* Stay up to date and educate customers about new features.
* Follow up with customers to ensure resolution and satisfaction.
* Report and manage bug tickets using the relevant services and tools.
* Collect and present user feedback to product management to influence development priorities and future road-map.
* Contribute to team projects by accomplishing related tasks as needed.

You will have the skills of the ERT highest escalation group, providing technical security and support and expert guidance on product use as part of an overall network security defense solution (I.e. attack detection and mitigation), support strategic internal and customer projects, and provide real time support to security-related business and technical challenges.

In addition, as an Engineer the successful candidate will guide and support more junior ERT Analysts and facilitate collaboration between other groups, including our senior Cloud WAF and DDoS teams, and our TAC support group. The ERT Engineer is one link up in the escalation chain for ERT Analysts and provides support as part of the off hours on-call group.

We are seeking a Solutions Engineer to become an integral part of its team, dedicated to offering technical guidance and assistance.
The ideal candidate will have the chance to cultivate connections with pivotal clients and play a crucial role in advancing the sales of our products. If you aspire to collaborate closely with our sales, product and R&D team, delivering technical expertise, demonstrations, and solutions to our customers, we would love to hear from you!
What will you do?
Providing technical guidance and support to prospects and customers
Explaining products and services to customers and work closely with them to understand their technical requirements and translate them into effective solutions.
Assisting with product demonstrations, presentations and webinars.
Provide training to clients, both in person and remotely, to ensure they can effectively use our products.
Respond to technical inquiries and provide in-depth information to clients.
Support the closing of deals by addressing technical concerns and objections.
Gather feedback from clients and the sales team to help improve our products and services.

we are looking for a Software Engineering Manager, Google Cloud
Responsibilities
Set and communicate team priorities that support the broader organization's goals. Align strategy, processes, and decision-making across teams.
Set clear expectations with individuals based on their level and role and aligned to the broader organization's goals. Meet regularly with individuals to discuss performance and development and provide feedback and coaching.
Develop the mid-term technical direction and roadmap within the scope of the team. Evolve the roadmap to meet anticipated future requirements and infrastructure needs.
Review code developed by other engineers and provide feedback to ensure best practices (e.g., style guidelines, checking code in, accuracy, testability, and efficiency).
Design, guide, and vet systems designs within the scope of the broader area, and write product or system development code to solve ambiguous problems.

we are looking for a Cloud Technical Solutions Engineer, Networking, Google Cloud
Responsibilities
Manage customer problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Google Cloud Platform products, specifically Networking on Google Cloud Platform (GCP).
Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
Work as part of a team of engineers/consultants that globally ensure 24 hour customer support. Work non-standard work hours or shifts as needed.
Understand customer issues and advocate for their needs with cross-functional teams, including product and engineering teams to find ways to improve the product, and drive high-quality production.
Develop an understanding of Google's product technology and underlying architectures by troubleshooting and reproducing.

Recruit, manage and coach a team of 24/7 technical support engineers focusing on our top-tier and enterprise accounts
Manage the flow of day to day operations, lead and prioritize workload and handle escalations
Responsible for new employee onboarding, ongoing training, and knowledge management
Conduct hands-on technical investigation for customer tickets that are being escalated
Onboarding of new products/features to be supported to ensure the one-stop-shop operation
Collaborate on product, process, and workflow improvements and act as the voice of customers in the organization
Build relationships with customer teams and internal stakeholders
Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the region
Initiate, plan and execute cross-functional projects as part of Support strategy

Required Senior Security Services Engineer
Your Career:
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact:
Provide customers on-site support, deployment and implementation, knowledge transfer, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
Provide post sales technical support, while handling support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Work to reproduce customer issues and qualify critical issues
Publish Technical Support Bulletins and other user documentation in the Knowledge Base
Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
Provide on-call support 24x7 on an as needed basis
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Work shoulder to shoulder with the Sales and Sales Engineering Teams.

Required Sr Technical Support Engineer (Cortex)
Your Career:
As a Senior Technical Support Engineer, you will engage directly with our valued customers to address intricate post-sales concerns. Your role involves in-depth evaluation of multifaceted scenarios, employing critical thinking to understand methods, techniques, and evaluation criteria for obtaining results. Networking with key contacts beyond your domain of expertise will be routine, and your knack for explaining complex technical issues to both technical and non-technical professionals will be a strong asset.
You will actively contribute to technical discussions within cross-functional teams, fostering transparency that drives product improvement, enriches work environments, and enhances cybersecurity. Your prompt support for our clients ensures swift resolution to keep their environments secure. This requires you to move swiftly and thoughtfully, providing technical assistance even in high-pressure situations.
Your Impact:
Offer technical support to customers and partners
Effectively manage support cases from recording to resolution, including timely follow-ups
Conduct fault isolation and root cause analysis for technical issues
Author Technical Support Bulletins and other technical documentation in the Knowledge Base
Review technical content for training, marketing, manuals, and troubleshooting guides
Travel to customer sites for critical situations, expediting resolutions as needed
Provide configurations, troubleshooting, and best practices to customers
Collaborate with the Engineering team to influence product operability
Participate in weekend on-call rotation and provide after-hours support as required
Communicate complex technical issues effectively to internal and external stakeholders.

Our company is a global leader of cyber security and application delivery solutions for physical, cloud, and software defined data centers.
At our company, we live and breathe cybersecurity.
It is our passion.
Each day, our international team works to earn the trust of more than 12,500 organizations around the globe.
Keeping them safe is our mission.
To that end, we go head-to-head with politically motivated hacktivists, dangerous nation-state threat actors and other notorious cyber attackers these are not your average adversaries.
Backed by nearly 30 years of experience, our company is best known for its technical excellence and innovative network and application security solutions.
That is why it is so important that we build our team with bold and bright talent.
What is the job:
As a Support Engineer, You will be part of the team that supports the Cloud infrastructure health and service monitoring 24x7.
The group supports the ERT (Emergency Response Team) and Operations team, providing first-level support, troubleshooting for all operative and infrastructure incidents for a global distributed network, and maintaining internal tickets, alerts, and KPIs.
You will perform the initial evaluation and, if unable to resolve the issue, will escalate it to the relevant team with needed information.
The Engineer will manage the war room if needed and relay the impact to all relevant parties.
Why you should join us:
Employees from more than 40 countries have chosen our company as a place where they can belong.
Our company has been recognized by Glassdoor and BDI as one of the Worlds Best Places to Work, ranking among the top 100 companies across the globe in the IT category.
Our company has also been named a Gold Winner for Application Security in the 2023 Globee Cybersecurity Awards, by Forrester a Leader in DDoS Protection, and has been named a Leader in WAF Market by Quadrant Knowledge Solutions.
We are equally committed to our people.
We strive to create a dynamic work environment that celebrates diversity, promotes equality, and thrives on the unique contributions of each individual.
If you are ready to be part of a global-minded company that is inspired to create a better, safer future; and if and want to fight for the good guys and be at the forefront of helping companies protect their most critical assets from todays cyber adversaries, then youve found the right fit at our company.
Primary Location: Tel Aviv.

Required Technical Services Engineer
This is a hybrid working model of 3 days a week in the Tel Aviv office.
Cool things youll do:
You'll be working alongside our largest customers, solving their complex challenges - resolving questions on architecture, performance, recovery, security, and everything in between. You'll be an expert resource on best practices in running at scale, whatever that scale may be. You'll be an advocate for customers' needs - interfacing with our product management and development teams on their behalf. And you'll contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics.

Were looking for an experienced Production Engineer with a creative mind and extraordinary problem solving skills to join our team.
The team aims to provide immediate, high-quality solutions to any issues rising directly from our game.
Responsibilities:
Managing game escalations, including business and technical aspects
Performing in-depth troubleshooting including analytics events, reading and analyze game logs
Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues
Leading game campaigns and technical maintenance events end 2 end
Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs
Providing solutions for complex issues that were escalated by other support levels
Collaborating with the Business, Operation, Support and R&D teams.