לוח משרות דרושים Tier 2 תומך/ת טכני/ת

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions. This role is more than just troubleshootingit's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

We are looking for an experienced and customer-focused Support Engineer with Professional Services Expertise to serve as a key technical resource. This role focuses on troubleshooting, resolving application issues, and providing expert support to ensure customer success. The ideal candidate has a strong background in cybersecurity, cloud technologies, and customer-facing roles, with a dedication to delivering exceptional solutions.
Key Responsibilities
Technical Troubleshooting and Support:
Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.
Escalation Management:
Take ownership of escalated support cases, ensuring timely and thorough resolution.
Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
Collaborate with development and product teams to address root causes and improve application reliability.
Customer Communication:
Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
Ensure solutions are tailored to meet customer needs while setting accurate expectations.
Professional Services Collaboration:
Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
Assist with onboarding, integrations, and custom configurations as needed.