לוח משרות דרושים מהנדס תמיכה ושירות עבודה היברידית

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, 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 we have 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 a bright Tier-1 support engineer to provide enterprise-level technical support to our customers via chat, email, and other channels as required.
Responsibilities:
We obsess about our customers. Establish and maintain customer loyalty by providing support above and beyond their expectations.
Take ownership of customer issues reported, see problems through to resolution, and escalate irregular events to Tier 2 support engineers.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support and overall experience at all times.
Educate and assist other departments within regarding systems, tools, processes, and customers request resolutions.
Create documentation in the form of knowledge base tech notes and articles.
The position requires on-calls availability from time to time.

Required Manager, Technical Support Engineer - Tier 3
Tel Aviv
Excited to lead a global team of experts and solve the toughest technical challenges?
As a Manager, Technical Support Engineer, you'll head our Tier 3 support engineering team, the final escalation point for the most complex issues before they reach R&D. You'll empower your team to provide swift and effective resolutions, partner closely with R&D, Product, and GTM teams, and drive process improvements that impact our most important customers.
As a Manager, Technical Support Engineer - Tier 3, you will:
Lead and Mentor: Manage and develop a global team of highly skilled Tier 3 Technical Support Engineers. You will provide technical mentorship and performance feedback to ensure your team's continued growth and success.
Drive Technical Resolution: Oversee daily operations, ensuring your team effectively troubleshoots and resolves complex escalated issues that Tier 1 and 2 support cannot handle.
Act as an R&D Liaison: Serve as the primary point of contact for all high-priority escalations. You will integrate the technical data from your team with the customer context from our GTM teams to provide a complete picture to R&D, allowing them to focus on diagnosis and resolution.
Proactive Issue Management: Systematically identify recurring issues or "themes" across all incoming escalations. You will partner with the R&D team to define and execute action plans to reduce bug volume and improve overall product quality.
Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of our technical escalation workflow.
Incident Management: Lead and coordinate the response to major technical incidents, ensuring a structured approach to problem-solving and communication across teams.