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Were looking for a highly skilled Technical Support Team Leader
to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. Youll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.
Responsibilities
Lead and mentor team members, provide guidance on complex cases, help prioritize workloads, and contribute to continuous improvement of support processes.
Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
Create and update support documentation while logging all interactions in the support system.
Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Required Global Technical Support Director
Our people are our greatest strength - and technology is our passion. Our team of innovators and subject matter experts, including veterans of elite military intelligence technology units, is transforming the way organizations protect themselves from drone threats.
As the global leader in cyber-takeover counter-drone technology, we design and deliver advanced, software-defined solutions that empower our customers to detect, take control, and safely land unauthorized drones - with precision and reliability.
Every day, we push the boundaries of innovation to meet real-world security challenges across industries and environments. Were proud of our cutting-edge technology, our global reach, and the impact we make in securing the skies.
Were seeking passionate professionals who thrive in a fast-paced, creative, and collaborative environment - those who want to be part of the next generation of airspace security innovation.
Join us and help make the world a safer place.
Work with the worlds leading cyber-takeover counter-drone technology provider and shape the future of safe airspace.
Key Responsibilities:
Design and execute a cohesive global strategy for support and training, ensuring a seamless and consistent customer journey from initial onboarding to expert-level use.
Define and own all key performance indicators (KPIs) for both functions. Crucially, you will analyze support data to identify trends that should inform and prioritize the creation of new training content.
Design and manage a tiered global support organization that efficiently serves different customer segments and geographies with clear SLAs.
Oversee all support tools, including ticketing systems and knowledge bases, to enhance efficiency and the customer experience.
Continuously refine support workflows, escalation paths, and incident management processes to improve resolution times and customer satisfaction.
Lead the design, development, and maintenance of a comprehensive library of training content (e-learning, instructor-led courses, videos, documentation).
Design and manage global certification programs to validate expertise, create a skilled partner ecosystem, and provide a clear value path for customers.
Manage, mentor, and inspire a distributed team of support engineers, trainers, and frontline partners/subcontractors.
Build an integrated culture where the support and training teams collaborate closely, share insights, and operate as a single, unified enablement function.

We Are At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely. With 900+ employees worldwide and an R&D center of over 160 employees in Jerusalem – we’re reshaping how financial technology is developed and delivered.

The Role:
The Team Lead, Technical Support is a hands?on leadership role responsible for day?to?day IT operations at the CRT Israel office, supporting approximately 200 end users in a corporate environment. This role supervises two Technical Support Engineers while actively participating in support, troubleshooting, and project work. The Team Lead serves as the local IT owner for the office , ensuring high service quality, operational stability, and alignment with enterprise IT standards across endpoint management, security, compliance, and systems administration. Work from our Jerusalem office 5 days a week ?Success in This Role Looks Like:
* The Israel office experiences reliable, high?quality IT support.
* Tickets are well documented, resolved efficiently, and trends are proactively addressed.
* Engineers are supported, guided, and developing technically.
* Backlog projects progress consistently without sacrificing daily operations.
* The office aligns with enterprise IT, security, and compliance standards.

Who You Are:

* Hands?on, service?oriented leader with a strong player/coach mindset—comfortable balancing technical execution with daily people leadership and escalation support.
* Excellent communicator and collaborator who builds trust with engineers, end users, HR, Security, Facilities, and global IT partners.
* Highly organized and accountable, with strong attention to detail in documentation, process adherence, and follow?through on operational and project work.
* Calm, pragmatic problem?solver who can prioritize effectively, manage competing demands, and maintain a high?quality user experience under pressure.
* Growth?minded mentor who enjoys developing others, identifying skill gaps, and continuously improving team capability and IT operations.

What You’ll Actually Be Doing:
Leadership & Supervision
* Act as a player/coach , balancing direct technical work with team supervision.
* Provide daily guidance, task prioritization, and escalation support for two direct?report engineers.
* Review ticket quality, documentation, and adherence to ITIL and internal standards.
* Mentor team members, identify skill gaps, and support ongoing development.
* Serve as the primary local IT escalation point for the Israel office. End?User Support & Operations
* Provide hands?on Mac and Windows support in a corporate environment (hardware, OS, applications, peripherals).
* Support onboarding, offboarding, and role changes in partnership with HR and Security.
* Troubleshoot hardware, software, account access, printing, conferencing, and office technology issues.
* Ensure consistent, high?quality user experience across the office. ServiceNow & Documentation
* Own and enforce proper ticket documentation in ServiceNow (incidents, problems, requests, changes).
* Ensure timely updates, root cause notes, and resolution details are captured.
* Contribute to and maintain knowledge articles and operational documentation.
* Track trends, recurring issues, and improvement opportunities through ticket data. Office IT Ownership
* Manage day?to?day IT operations for the CRT Israel office.
* Coordinate with global IT teams on standards, changes, outages, and initiatives.
* Oversee local inventory, asset lifecycle, and equipment refreshes.
* Serve as a local IT liaison for facilities, vendors, and third?party support when required.
* Support a dozen Microsoft Teams rooms as well as a Townhall syste

Were looking for a talented technical support lead - dedicated and service-oriented individual to join our team.
Help us continue our rapid growth, and maintain streamlined Cloud-Based Solutions for our customers.
As a part of our team, youll work closely with DevOps and R&D team leaders.
Youll lead the management of all customer-related technical support matters and consulting, including managing tickets.
Responsibilities:
Managing the divisions support team, building and mentoring the team members while driving their professional development.
Lead members of the Technical Support team, including day-to-day management and professional development.
Be the main expert and focal point of our cloud technologies and platforms
Researching issues and identifying potential solutions while providing prompt and accurate feedback to customers and internal stakeholders
Prioritize and manage multiple issues from customers on our products and platform, simultaneously
Communicate with customers and internal stakeholders and ensure that they are well informed of the progress and plan

Required IT Support Team Leader
If you thrive in a fast-paced environment, love helping people, and can lead a team while keeping things running smoothly - we want you. We're looking for an experienced IT Support Team Leader to head our Corporate IT support operations, owning the end-user experience for ~1,500 employees across our global offices and remote sites.
Youll be the bridge between hands-on technical support and IT strategy, ensuring SLAs are met, processes are sharp, and your team is empowered to deliver excellent service every day. This role reports directly to the Regional IT Manager.
What you'll do:
LeaderShip & Operations:
Lead and mentor a team of IT support engineers, setting clear priorities and performance expectations
Own and drive the day-to-day IT support operation for ~1,500 users across HQ, remote offices, and distributed sites
Manage escalations, serve as the team's primary point of contact for complex issues, and ensure timely resolution
Build, maintain, and enforce IT support processes, procedures, and runbooks
Track and report on KPIs: ticket volumes, SLA adherence, CSAT, and resolution times
Identify automation and efficiency opportunities to continuously improve service quality
Technical Responsibilities:
Oversee troubleshooting of hardware, software, and network issues across all user-facing systems
Manage corporate endpoint fleet - deployment, configuration, patching, and lifecycle using MDM solutions (Intune, Jamf, or equivalent)
Maintain and improve corporate cloud environment: Microsoft 365, Azure AD / Entra ID, Exchange Online, SharePoint
Support and manage corporate collaboration platforms (video conferencing, telephony/UC systems, AV setups)
Work closely with the Cyber Security team to enforce policies, respond to incidents, and implement controls
Maintain full visibility of IT inventory - hardware, software licenses, and assets
Support remote and branch sites - including network fundamentals (LAN, Wi-Fi, VPN) and remote management tools
Strategy & Improvement:
Participate in IT roadmap planning and contribute ideas that improve the employee technology experience
Evaluate and onboard new tools and technologies that improve support efficiency or employee productivity
Develop and maintain onboarding/offboarding workflows to ensure a consistent and secure experience

we are seeking a hands-on IT Team Lead to lead and scale our local IT operations. This role combines technical expertise with strong leadership, ensuring the companys infrastructure, systems, and support processes run securely, efficiently, and reliably.
The IT Manager will own all aspects of day to day IT operations from help desk and endpoint management to systems administration, security implementation, and IT strategy execution. This is a leadership position for someone who thrives on solving complex problems, driving operational excellence, and mentoring a growing technical team.
Key Responsibilities:
Management and Leadership-
Lead and mentor the IT team, including full time and student members.
Build and maintain a service oriented culture focused on reliability, security, and continuous improvement.
Define and track IT operational KPIs, SLAs, and process documentation.
Writing documentation and maintaining the teams knowledge base.
Collaborate with other departments to ensure smooth technology operations and compliance alignment.
Deal with Technical and managerial escalations.
Hands-On Technical Operations-
Serve as the senior escalation point for technical incidents, outages, and escalations.
Manage and maintain company IT infrastructure, endpoints, and network environment.
Oversee user lifecycle management onboarding, offboarding, permissions, and access control.
Administer SaaS platforms such as Google Workspace, Atlassian, Slack and HubSpot.
Deploy and manage MDM systems (Jamf, Intune) for endpoint compliance and security.
Lead automation initiatives using scripting tools .
Ensure system reliability, patch management, and IT asset tracking.
Maintain and enforce IT security standards and best practices.
Preferred Qualities-
A player-coach mindset equally comfortable managing people and solving technical issues.
Strategic thinker who builds scalable, secure IT processes.
Empathetic leader who develops and motivates team members.
Strong ownership mentality and accountability for service quality.
Ability to thrive in a high growth, fast-paced environment.