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We are currently seeking an IT Support Engineer for the IL region to. This role is pivotal in expanding our local IT presence and collaborating with our global IT team.
Our IT team is dedicated to providing top-notch support to all employees globally. We equip with the technical resources necessary for thriving and growing. From first-level support to managing and standardising major information systems, our team is integral to the organisation, collaborating closely with all departments. As a core part of our Engineering group, the whole IT team is poised to support our company's global growth.
A positive attitude, enthusiasm, and a strong willingness to learn are key in this role. You will resolve technical issues autonomously while eagerly developing your skills and knowledge.
Good troubleshooting skills and familiarity with common operating systems and applications are essential.
We encourage you to bring energy and dedication to your work, take initiative, and seek opportunities to grow and push your boundaries. We will also highly encourage your passion for improving user support and commitment to moving forward.
Join us in this exciting opportunity to drive IT excellence and support our growth across the globe.
About the opportunity
Work with a dedicated team handling a crucial aspect of our company, facing attractive challenges to prepare for our next growth phase
Play a vital role in building and growing a key business area by supporting our local users during this period
Engage closely with all departments to facilitate company growth and support the development of our business
Scale the region and enhance our local IT presence, ensuring robust support for our growing operations
What will you do?
Provide day-to-day technical support in IL and across the globe.
Monitor the vulnerability tools and react on exploits.
Support the process of requesting/granting access and permissions to internal users.
Document, track, and monitor users problems to ensure swift resolution through common user request management systems (Ticketing, Slack, etc.).

We are looking for a highly motivated support engineer to join our team and help us shape the future of internal developer portals.
Upon joining us, you will help our customers and users build their internal developer portal, setup integrations and configure self-service actions.
Our mission is to help organizations build their internal developer portals with ease and improve the developer experience and platform engineering processes.
What you'll do:
We believe incredible customer support is a must-have. Your role will encompass answering technical support questions, assisting users and customers as they use the product and building a knowledge base that will make using the product and its documentation easier.
Beyond technical work, you'll assist in planning, grow our engineering team's skills, and help recruit new talent. By contributing to our open-source projects, you will also take part in maintaining open sources and collaborate with developers around the world. You won't just build; you'll shape the future of developer experiences.
Who You'll work with:
As a Support Engineer, you'll be joining a collaborative and dynamic support team where the customer and his needs are heard.
You'll closely collaborate with our Developers, Product Managers, Customer Success and Sale Engineers, working hand in hand to help bring our developer portal product to life.
Your input and expertise will have a significant impact on the product's development, as you will experience first-hand the common questions and areas where the product can be improved.
Additionally, you will have the opportunity to work closely with our customers and engage with our product community. Your insights and interactions with them will play an important role to ensure we deliver the best product possible.
Together, we'll continue to empower platform engineers and developers worldwide, providing them with the tools they need to create seamless and robust developer portals. Join us in our mission to revolutionize the developer experience!

Required CXM - Solutions Expert (Customer facing)
Job description
As a Product Expert, you'll be the technical authority on our all-in-one IT management platform. You'll work directly with customers to maximize product value, raise adoption, and provide expert guidance on our capabilities including RMM, PSA, and Action AI. Your deep product knowledge will be essential in helping customers get the most out of our platform.
Responsibilities:
Customers technical authority
Meet with customers to help them maximize product value
Support customers with technical product knowledge and best practices
Contribute to knowledge base content and documentation
Support the Academy team with technical expertise
Collaborate with the Customer Experience team to drive product adoption
Demonstrate advanced product features and use cases to customers
Identify and document customer product needs and feedback
Assist with complex customer technical questions and challenges on Zoom calls
Stay current on product updates, features, and industry trends
Provide expert input on product improvements based on customer interactions
Our platform customization (create reports, setup automation profiles, etc.).

The position is a combined role of technical support engineer.
It requires high technical and personal skills enabling the employee to validate our product from the point of view of the customer and representing the customer in front of the company's various divisions.
The chosen employee will take an important role acting as a customer gatekeeper, validating the company outcomes, and becoming the customer technical trustee consultant.

Scope:
Act as post sale technical POC.
Responsible for on-site installation of software and hardware.
Communicating progress of activities with Project Manager and customer
Advise customers regarding the product's proper use and address specific user issues.
Troubleshooting both HW and SW related issues.
Act as service engineer to address tech cases via phone, web-based tools and email.
Responsible for project technical SOW document
Providing proper customer training.

As a UAT Service OPS Engineer, you will play a critical role in supporting our enterprise-grade iLottery platforms. Acting as a technical bridge between our customers and internal teams, you'll resolve complex issues, contribute to continuous service improvements, and ensure our solutions meet the highest standards of reliability and performance.

Key Responsibilities:
Serve as a key contact for technical supportresponding via email and JIRA Tickets.
Provide Tier 3/4 technical support for both internal stakeholders and external clients, ensuring high-quality service.
Collaborate with cross-functional teams, including R&D and customer support, to analyze and resolve complex product issues.
Own technical problem resolution from identification through resolution, employing best practices in troubleshooting and root cause analysis.
Prioritize and monitor active support issues to ensure timely resolution and customer satisfaction.
Contribute to documentation and knowledge sharing to improve team performance and customer outcomes.

This role applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. The individual frequently contributes to developing new ideas and methods, works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors, and leads or provides expertise to functional project teams. They may participate in cross-functional initiatives, act as an expert providing direction and guidance to process improvements, and establish policies. The role frequently represents the organization to external customers/clients and exercises significant independent judgment to determine the best method for accomplishing work and achieving objectives. Mentoring and guidance to lower-level employees may also be required.

We are seeking an Information Systems Analyst to join our Information Systems department. In this role, you will take ownership of Zendesk, our customer experience (CX) system, and act as a technology partner to the CX organization. This is a hands-on role focused on managing Zendesk-related projects and providing ongoing system support to optimize customer experience operations.

Responsibilities:

Serve as the technical owner of the Zendesk system and its integrations.
Collaborate with CX teams (Customer Support, Knowledge Management, Process Automation, and QA) to align system capabilities with business processes.
Analyze business requirements and implement customizations, integrations, and configurations to enhance Zendesk functionality.
Lead Zendesk implementation and enhancement projects from planning to execution.
Provide day-to-day operational support, troubleshooting, and system maintenance for Zendesk.

CodeValue, founded in 2010, is a dynamic software development services company that delivers supreme architectural and technical expertise. Our mission is to provide in-depth consultancy, integrate product and design research into our development process, offer managed software and cloud solutions, and provide customized training programs to bridge knowledge gaps. We are empowering our employees with a comprehensive range of professional courses and training programs. From Cloud Computing (Azure, AWS) to Modern Full stack Web Development, Microservices, Software Architecture, and DevOps, As a developer at CodeValue, you’ll be part of a diverse community of technology enthusiasts. Our work is dynamic and ever-changing, as we collaborate with various clients and technologies. You’ll have the opportunity to learn and grow, staying on the cutting edge of the latest technologies. We believe in continuous learning and provide training on the latest tools and methodologies. Position Overview: Development Engineer with at least 3 years of relevant experience in Embedded software development , including experience with various operating systems – Linux/VxWorks/FreeRTOS Experience in software development for multi-interface systems (including hardware interfaces – operating serial interfaces, interfacing with cards, BSP, etc.), Object-Oriented Programming (OOP) , and working in a C/C++ environment. Responsibilities include:
* Requirements analysis
* Design
* Writing system documents
* Coding
* Unit testing DevOps
* Integrations with firmware, algorithms, and hardware teams

We are interested in welcoming a Solution Engineer to join our diligent team accepting full ownership of technical customer-facing activities such as product deployment, training, and customer support.

The right candidate should have various technical capabilities and customer-centric approach.

This position is ideal for Senior support manager to join the Global Customer Support Excellence group as a Tier 3 Sr. manager.

In this role, you will be responsible to lead and manage a team of level 3 technical and product experts, who Serve as iTero Technical & Business focal point for regional support issues, and act as the primary link between the Field and the Organization.

As a Tier 3 Support Sr. Manager, you will be managing escalations and severities from the field, as well as leading highly complex customer support projects that require cooperation of many units in the organization, such as improving trouble shooting protocols and implementing support tools.

Key Responsibilities

Manage and mentor a team of Tier 3 experts, workload, emergencies and ongoing activities.
Build training plans for the team, make sure they are familiar with new development/ECOs.
Learn our customers and applications. Travel and meet Dr and labs in all regions.
Accountable End2End for problems solving till customer receives feedback
Work with the professional services team to support advanced activities and service improvements
Work with the knowledge and training team to help create and spread the global knowledge
Accept advanced cases escalated by support Tiers 1 & 2, Professional Services, and Partners.
Perform detailed problem analysis and root cause determination.
Escalate complicated unsolved issues including detailed logs, casework notes, diagnostics, and reproduce steps.
Provide assistance and knowledge to members of lower tiers.
Support NPI activities UAT, LMR and product launches.
Provide Feedback from the Install Base to R&D (functionality/HW)
Suggest improvements to the product based on field experience

As a Tier 3 Engineer, you will play a critical role in providing expert technical support to our customers, resolving complex technical issues and ensuring the smooth operation of our products. You will work closely with other members of the Technical Support team, as well as with product development and engineering teams, to identify and resolve product issues.

Responsibilities:

Develop an in-depth understanding of our embedded products and their integration within customer environments.

Provide Tier 3 technical support to customers, resolving complex technical issues and troubleshooting problems related to embedded products.

Take a leading part in building and maintaining an internal LAB for Customer Support needs.

Investigate, simulate and analyze technical issues, identifying root causes.

Collaborate with other technical support engineers, QA and product development teams to resolve recurring issues and improve product quality.

Document technical solutions and knowledge base articles for future reference.

Interact directly with customers to understand and diagnose their technical challenges.

Communicate effectively to guide customers through issue resolution and ensure a positive experience.

Training Responsibilities:

Prepare and maintain the training kit, ensuring it is up to date with the latest product features and best practices.

Conduct training sessions for internal teams, customers, or partners as needed.

Continuously improve training materials based on feedback and product updates.

Travel abroad: Customer On-Site visits according to needs (up to 4 times a year).

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
Design, develop, and maintain complex, scalable, and high-performance systems with a focus on writing clean, efficient, and maintainable code.
Collaborate with cross-functional teams, including product managers and architects, to implement technical solutions aligned with business objectives.
Provide input on architectural design and participate in technical planning to ensure long-term maintainability and compliance with standards.
Identify and troubleshoot production issues, conducting root cause analysis and implementing fixes to ensure system reliability.
Contribute to code reviews and technical discussions, sharing knowledge and fostering a culture of collaboration and continuous improvement.
Your Opportunity:
Develop critical components and systems that drive business outcomes, while maintaining and enhancing core infrastructure for scalability and reliability.
Participate in the design and development of new features, integrations, and enhancements to software applications, databases, and interfaces.
Support and improve automated testing and deployment processes to ensure smooth delivery of new features and system updates.
Collaborate with other senior engineers to drive the technical direction of projects and ensure high-quality software delivery.

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
This is a unique opportunity to be the first technical expert in our Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.
Your Opportunity:
Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.
Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.
Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.
Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Cloud Security products, ensuring exceptional satisfaction and retention.
Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.
Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.
Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.
Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.
Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
Design, develop, and maintain complex, scalable, and high-performance systems with a focus on writing clean, efficient, and maintainable code.
Collaborate with cross-functional teams, including product managers and architects, to implement technical solutions aligned with business objectives.
Provide input on architectural design and participate in technical planning to ensure long-term maintainability and compliance with standards.
Identify and troubleshoot production issues, conducting root cause analysis and implementing fixes to ensure system reliability.
Contribute to code reviews and technical discussions, sharing knowledge and fostering a culture of collaboration and continuous improvement.
Your Opportunity:
Develop critical components and systems that drive business outcomes, while maintaining and enhancing core infrastructure for scalability and reliability.
Participate in the design and development of new features, integrations, and enhancements to software applications, databases, and interfaces.
Support and improve automated testing and deployment processes to ensure smooth delivery of new features and system updates.
Collaborate with other senior engineers to drive the technical direction of projects and ensure high-quality software delivery.

We are seeking a skilled Senior Technical Support Engineer to join our team in Israel.

In this role, you will play a crucial part in supporting our customers throughout their journey, from presale consultations to post-sale technical support. You will work closely with our R&D engineers to ensure seamless integration and resolution of technical issues. Additionally, the role will involve aspects of solution engineering, where you will contribute to designing and implementing tailored solutions for our clients.