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We are looking for a Customer Field/Support Manager for post-sale activities.
The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support at the customers site.
Responsibilities:
Provide Tier 1-3 level support including reproduction and documentation of system events.
Lead, mentor, and motivate the support teams, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service.
Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence.
Onsite and Remote installation Worldwide.
Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
Perform onsite customer training during initial installation and ongoing as required.
Collaborate with customers to engineer effective solutions incorporating our product.
Collaborate with the Pre-Sales and Sales Team as needed to educate as well as get customer needs/requirements.
Monitor all assigned cases for customer support and update all activities on the company tracking system.
Documents service and installation actions by completing forms, reports, logs, and records.

We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
Strategic Leadership

Refine and implement a comprehensive customer support strategy aligned with company goals and customer needs.
Refine and report on key performance indicators (KPIs) and service level agreements (SLAs) for the support organization.
Analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for proactive support.
Collaborate with Customer Success, Product, Engineering, and Sales teams to ensure seamless customer journeys and effective issue resolution.
Stay abreast of industry best practices in customer support and application security trends.
Team Management & Development

Recruit, train, and mentor a team of highly skilled and customer-focused support professionals.
Foster a culture of continuous learning, professional development, and customer advocacy within the support team.
Conduct regular performance reviews and provide constructive feedback to team members.
Ensure adequate staffing levels and efficient resource allocation to meet customer demand.
Technical Excellence

Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices
Serve as a technical escalation point within the Global Support Team
Operational Excellence

Optimize support processes, workflows, and tools to improve efficiency, effectiveness, and customer satisfaction.
Oversee the management of our knowledge base, FAQs, and self-service resources to empower customers.
Implement and manage support technologies (e.g., ticketing systems, remote support tools).
Handle escalated customer issues and ensure timely and satisfactory resolution.
Develop and maintain documentation for support procedures and policies.
Customer Experience

Champion a customer-centric approach throughout the organization.
Act as a voice of the customer within the company, advocating for product improvements and enhancements based on support insights.
Proactively identify opportunities to enhance the customer experience and build strong customer relationships.

we are seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.

Responsibilities:

Customer Support:

Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:

Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:

Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:

Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:

Contribute to the development of documentation to streamline support processes.

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.

the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity human or machine across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The worlds leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

Job Description
CyberArk is seeking a part-time IT Service Desk Intern. As an IT Service Desk Intern, you will maintain and provide support for computer systems and networks for the companys employees around the globe. You will be required to solve technical IT and application problems, either over the phone or in person. The successful candidate will have to demonstrate on top of a high professional level; strong communication and customer service skills, excellent organizational skills, and ability to work on multiple tasks at the same time.

This role will work as part of the IT Service and Support team but must demonstrate an ability to work on activities and projects that he/she will be accountable for with excellent organizational and prioritization skills.

Monitoring, maintaining, and troubleshooting computer systems and network problems
Handle support tickets within the required SLA and IT service measures and with a high customer satisfaction
Strong Knowledge of Microsoft Windows operating system Microsoft Office products, Mac operating system, and Mac management
Active directory maintenance
Office 365 and corporate software-related support, including Exchange administration.
Supporting the roll-out of new applications and hardware

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at our company .
If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.
Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

About The Position:

Serve as the highest level of technical escalation for Tier 1 and Tier 2 support engineers.

Provide remote and on-site support to global customers and partners as needed, including participation in On-Call Duty rotation to provide after-hours support.

Serve as primary service engineer for local customers.

Diagnose and resolve complex hardware, software, and system integration issues on our MR-guided focused ultrasound systems.

Perform hands-on troubleshooting, diagnostics, and repair of MRI-guided focused ultrasound systems in the field and lab environments.

Collaborate with R&D, QA, and Product teams to drive root cause analysis and implement short- and long-term solutions.

Participate in design reviews and provide field feedback to improve product reliability and serviceability.

Analyze case trends using Salesforce and build dashboards or reports using Excel and BI tools.

Develop and maintain troubleshooting guides, PM protocols, FRU instructions, and technical documentation.

Deliver technical training to global service teams and partners.

Support system validation, software upgrades, and new product introduction (NPI) activities.

Ensure adherence to our Quality Policy, ISO 13485, MDSAP, FDA, privacy and safety standards.

As a Tier 3 Support Engineer, you'll be in charge of diagnosing and investigating technical issues in the production environment, coordinating with product managers, senior developers and our customer success team.
You will be the bridge between the customer facing stakeholders and the R&D team, communicating issues and pushing high standards and meeting the company SLA.

RESPONSIBILITIES
Provide support to internal teams that manage customer relationships.
Investigate, diagnose, and communicate technical issues in a timely manner.
Collaborate with the R&D and Product teams to provide issue resolutions, workarounds and product improvement ideas.
Report bugs to the R&D and Product teams and prioritize.
Create reports for various use cases.
Participate in manual QA testing for new features as needed, based on team priorities and product release timeline.

we are seeking an experienced Customer Support and Implementation Engineer to join our team. In this role, you will provide technical assistance to customers, and diagnose and troubleshoot software, and hardware-related issues, upgrades, and new implementations to ensure effective solutions to customer concerns. This position requires a strong technical skill set, excellent problem-solving abilities, and a commitment to delivering exceptional customer service
Responsibilities:
Install and upgrade the customer environments with the GK8 solution
Provide technical assistance to customers
Diagnose and troubleshoot software and hardware-related issues
Deliver solutions to resolve customer concerns effectively
Keep accurate records and document customer issues and resolutions
Collaborate with internal teams for efficient problem resolution.

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's data management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless company ronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.

We are looking for a Technical Support Engineer.
As a Technical Support Engineer, youll help keep our production environments running smoothly across dozens of stores and hundreds of hardware and network components.
Youll ensure system stability, respond quickly to incidents, and act as the bridge between monitoring teams and R&D.
Your work will include resolving complex issues, improving monitoring, and supporting deployment and expansion to safeguard store operations and maintain system integrity.
A day in the life:
Improve and scale our monitoring systems to support dozens of global sites with minimal downtime.
Partner with Operations and R&D to resolve critical issues and drive permanent fixes.
Identify, debug, and resolve production bugs - ensuring the highest availability.
Perform root cause analysis and embed lessons learned into system improvements.
Maintain and optimize network infrastructure - ensuring secure, reliable connectivity.

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless company ronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.
THE ROLE:
We are seeking a highly experienced Technical Field Architect to join our CTO team, working onsite in our Tel Aviv and Haifa offices in Israel. This is a critical role, facilitating communication and product adoption by the Office of the CTO and other field teams by working closely with our R&D teams to bring product development advances to the field.
The ideal candidate will have a deep understanding of both GTM and R&D processes, and be able to dive into the technical details of new products as they are developed. This person will communicate regularly with colleagues in the Office of the CTO, as well as sales engineering leaders and product management, to ensure rollout of releases and features are well-understood by our company field teams and their customers. This person will work with the field and customers to ensure features are developed with customer requirements in mind, and work with engineering and architects to understand the detailed implementation of features.
Responsibilities:
Regularly meet with R&D teams responsible for feature design and development, ensuring alignment with customer requirements and field teams
Understand and help document product development and release processes and timelines
Develop and lead technical presentations for field teams
Work closely with colleagues in both R&D and the Office of the CTO to streamline communication and establishing close alignment
Install pre-release SW and give engineering feedback.

Were looking for a highly motivated Technical Support Engineer to join our team and help us shape the future of internal developer portals, while helping our users get the most out of Port - troubleshooting issues, advising on best practices, and directly influencing how we improve the product

Acting as a key link between our users and our engineering team, you'll help shape both customer experience and product direction through problem solving and collaboration. If youre passionate about solving complex technical problems, thrive on collaboration, and want to contribute to the future of platform engineering, we want to hear from you.

What youll do:

Act as a trusted advisor: Support \users as they integrate with technologies like Kubernetes, Terraform, and Cloud Platforms (AWS, GCP, Azure).
Resolve issues end-to-end: Triage, investigate, and resolve technical support tickets. Escalate when necessary while owning follow-through.
Collaborate cross-functionally: Work closely with R&D, Product, Sales Engineering, and Customer Success to deliver a seamless support experience.
Be the voice of the customer: Surface trends, bugs, and usability pain points to Engineering and Product teams.
Contribute to knowledge: Build and improve internal and external documentation, tutorials, and troubleshooting guides.
Continuous Learning: Stay up to date with the evolving DevOps ecosystem and continually deepen your knowledge of integrated tools and services.

Our Global Business Group is looking for a New Product Service Expert located at Israel. You will interact with different departments of the company
such as R&D, Engineering, Production. You will support our systems at the customer site in a professional manner.
The New Product Service Expert will perform engineering and technical activities, while utilizing companys R&D teams to direct technology development of new products.
Responsibilities
What will you be doing:
Service focal for all of PLC products.
Involved in product evaluations activities at customer site; make sure field and customer needs are well-represented and prioritized during the product roadmap.
Focal for knowledge transfer between PD NPI to sustain product expert.
Lead service ability needs per product life cycle for SW & HW.
Lead routines for service NPI to allow a full alignment environment with the projects stakeholders.
Lead Leeson learned post installation including implementing any improvements on service documents and field.
Participant in service feedback per DFS (feedback & final report release) & Beta (knowledge transfer & support).
Tech advisor to service sustain group for high priority/escalation.
Participate in technical and non-technical forums relates to the product.

Required Technical Support Engineer- Tier 2
Description
We are redefining trust in blockchain through advanced, integrated security. Our on-chain security platform is trusted by leading Web3 companiesincluding Coinbase, MetaMask, Uniswap, Backpack, Stellar, and othersto detect, understand, and automatically prevent or minimize the impact of fraud, scams, hacks, and financial threats.
We are backed by top-tier global investors including Sequoia Capital, Ribbit Capital, and Cyberstartsfirms known for supporting the most innovative and influential companies in technology and cybersecurity.
As the Technical Support L2 Engineer, based in Tel Aviv, you will have the unique opportunity to build and scale our L2 support function from the ground up and be a part of the Blockchain security future . Reporting to the Head of Customer Support, you will help our customers with their most pressing issues, protecting end-users from being scammed, creating real impact.
This role is meant for a true builder. As the first hire, youll be a major player in building the support process for cutting edge new Blockchain security products, becoming subject matter expert and trusted advisor for our customers, engaging directly with our engineering and product team, and learning our product directly from them.
What Youll Do -
Provide expert-level technical support for our applications, diagnosing and resolving complex issues with aggressive resolution times.
Analyze sophisticated problems related to system performance, configuration issues, API integrations, Web3 security threats, and blockchain-related incidents.
Monitor system performance metrics, API health, and security incident alerts.
Serve as the primary point of contact for escalated customer issues, maintaining clear communication with stakeholders.
Coordinate with Engineering, Product Management, and Field Services teams to resolve complex technical challenges.
Identify opportunities for the support team to take on additional responsibilities and develop subject matter expertise.
Create and maintain comprehensive playbooks, troubleshooting guides, and internal documentation.
Develop tools and automation to improve support efficiency and reduce resolution time.
Maintain strict compliance with security policies and procedures, particularly when handling sensitive customer data.