לוח משרות דרושים Tier 2 תומך/ת טכני/ת משרה מלאה

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.

Join LiveU Customer Success group and become part of professional, unique, and global team! In this position you will get to know all LiveU’s products and services, provide daily service and technical support for LiveU’s customers, communicate daily with the global support teams in LiveU and much more! About LiveU With over 3,000 customers in 130+ countries, LiveU’s technology is the solution of choice for global broadcasters, news agencies, sports and entertainment, streaming live video to TV, mobile, online and social media. Location :Israel, Kfar Saba Key Responsibilities:
* Provide exceptional customer service experience via phone, email, and online chat.
* Take ownership of the customer's requests and/or issues, troubleshoot, provide assistance and best practices.
* Escalate and engage other groups or teams within the company with newly discovered requests and/or issues.
* Work closely with numerous stakeholders and departments within the company (Sales, MIS, Operations and more)

We are looking for a Tier 2 Technical Support Engineer with a strong technical background, exceptional troubleshooting skills, and a customer-first mindset to join our team. In this role, you will support enterprise customers using our Platform for Virtual and Hybrid Events, a key part of our video software (SaaS) solutions. You will play a crucial role in ensuring seamless integration, onboarding, and troubleshooting for our customers events while collaborating closely with internal teams.

The Day-to-Day:
Provide exceptional technical support to enterprise B2B customers.
Diagnose and resolve complex technical issues, and escalate to the appropriate internal team when needed.
Serve as the primary technical contact during the integrations, onboarding process, POCs, and Live events ensuring a smooth experience.
Analyze logs, API calls, and error messages using tools like SQL, Grafana, OpenSearch, and other debugging tools.
Initiate and execute automation and scripts to improve support efficiency and reduce manual troubleshooting efforts.
Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience.
Work within a global support structure with teams across the USA, Europe, and Asia and occasionally provide On-Call hours support for critical issues.

Were looking for a highly motivated Support Enablement Manager (Temporary Role) to join our amazing team.
As a member of the Support Enablement team, you will play a critical role in enabling support engineers to execute all technical aspects of their job and will work to maximize the support organization's effectiveness.
Responsibilities:
Advocate support and customers' needs with R&D and product teams during both the development period of features and retroactively on existing technologies.
Provide guidance about product features and how they work through the creation of technical content.
Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
Own and drive delivery of technical content to the global support team.
Design and create technical onboarding and everboarding training content.
Identifying and understanding support inquiries and challenges, acting as their technical focal point, and working to fill in gaps.
Develop and implement a comprehensive support enablement strategy that aligns with the company's goals and objectives.
Utilize data and analytics to identify trends, measure the effectiveness of support enablement initiatives, and drive continuous improvement.
Serve as the primary point of contact for support inquiries and challenges, working to address gaps and improve overall support effectiveness.

Youll work in an awesome environment alongside some of the most innovative people around, using cutting-edge technologies and tools (video editing, AI, data, etc.), and have the opportunity to directly influence the products and tools used by our clients who include sports giants such as the NBA, Bundesliga, FIBA, ESPN and more. And thats just the beginning of what WSC Sports has to offer!

What youll do:
Oversee all the operations activities on your assigned shift, multi-task and prioritize real-time issues, investigating and escalating bugs while following escalation protocols.
Provide Tier-2 technical support within the desired SLA while ensuring that customer satisfaction goals are achieved.
Perform in-depth troubleshooting and resolve technical difficulties and complicated issues that were escalated from customers or our support team.
Analyzing APIs, investigating logs, opening JIRA tickets to R&D production teams, raise flags about wide and urgent issues.
Monitor our infrastructure services, servers and queues using our dashboards and internal system tools.
Full-Time position, working in 24/7 shifts, including weekends and holidays.