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We're looking for Technical Support Engineer as part of the Support Team, based at our technically advanced R&D Center located in Tel Aviv. As a member of the world wide support team, the Technical Support Engineer will provide product support services to Impervas customers and prospects.

We are looking for a Customer Support Engineer, who will become part of the company and take on several different responsibilities.
As a Customer Support Engineer, the primary responsibility is to ensure the success and satisfaction of our customers by providing exceptional support and technical assistance.
The Customer Support Engineer is the main point of contact for customers seeking help with our products and services, and work closely with the Technical CSMs and CSMs to address their needs effectively.
Long story short, you will:
Provide prompt assistance to our customers via various channels and participate in meetings to efficiently resolve issues. Troubleshoot technical issues and meet response time targets.
Prioritize and manage customer inquiries through our ticketing platform. Escalate issues to the ProDev team as needed for resolution.
Maintain expertise in our products and features, sharing knowledge and best practices with customers.
Diagnose and resolve technical issues effectively, collaborating with the engineering team to address product bugs.
Create and maintain knowledge base articles and troubleshooting guides, sharing insights and best practices with the team

As our Technical Support Engineer, you will have the opportunity to work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success and Sales teams to improve our product and technical processes.

Responsibilities
Be first in line to analyze and troubleshoot incoming technical issues from our customers via Email and Zoom sessions.
Provide technical know-how and best practices to ensure proper implementation of product, you will own and monitor issues from the start to resolution
Work closely with the R&D, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationships with customers all around the world
Provide timely information to customer-facing teams to improve overall customer satisfaction
Create and improve internal knowledge base articles
Work directly with management to create and improve current support procedures

We are currently in search of an Escalations Engineer to join our R&D team. As an Escalations Engineer, your primary responsibility will be to assist our R&D team with resolving and handling technical issues raised by our support team. You will be working closely with both R&D and support, deep dive into the code and have a direct impact on customer satisfaction and product improvement. Youll have hands-on experience with our tech stack and become an expert on the product.

Responsibilities
Be the first line of contact for bugs raised by customer support and run a thorough analysis of complex technical issues.
Serve as a focal point and work closely with various teams, including R&D, product, and customer support, to increase customer satisfaction and improve our product.
Work with technical teams, including DevOps and engineering, to build an arsenal of internal tools and automations to be used by various customer-facing teams.
Know the product inside and out and provide training for the customer-facing teams.
Contribute to both customer-facing and internal documentation manuals

Required IT Support Engineer
Job Description
Ensure employees are provided efficient and timely desktop and local infrastructure support across the organization
Provide professional and efficient IT support to our employees across different locations and time zones remotely
Manage, monitor, and respond to requests received through the IT Helpdesk in line with our agreed SLAs
Identify opportunities to reduce service requests through better user training and documentation
Manage equipment inventory from evaluation and purchasing to maintenance and depreciation
Take ownership of the IT procurement process by working closely with suppliers, procurement, and finance teams
Work with auditors to ensure that procurement procedures are being followed
Manage onboarding and offboarding processes for on-site and remote workers
Manage and maintain audio-visual equipment around the offices
Manage endpoint installations, upgrades, and troubleshooting (for MacOS, Windows, and Linux).

We are looking for a talented and diligent IT Operations & Helpdesk Engineer to provide fast and efficient technical support to our global users and lead the daily IT Operations and Helpdesk tasks.
The ideal candidate will become a critical part of an extremely technical team and work closely with cross-organizational units.
This is an amazing opportunity to challenge yourself and grow professionally.
Responsibilities:
Manage IT support tickets through their full-service lifecycle while ensuring the SLA is met.
Handle global end-user equipment and support software and hardware issues.
On-going support for global corporate technical equipment such as monitors, printers, conference rooms, IP telephony, and other IT peripherals.
Be the focal point for onboarding and offboarding activities.
Assist SecOps team in security operations.

Come build community and explore your passions. This opportunity will allow you to bring your aspirations, talent, potentialand excitement for the journey ahead.
This highly visible role will have you working closely with other disciplines including, software engineers, program managers, partners, business groups, and data center engineering teams. You will need an excellent combination of relevant technological knowledge, cross-group collaboration skills, communication and negotiation skills, relationship-building skills, and planning skills. You will also need a sense of urgency to get things done efficiently-working both independently and as part of a team. You understand the need for implementing and following processes across the service ecosystem.
Interns work on real-world projects in collaboration with teams across the world, while having fun along the way. Youll be empowered to build community, explore your passions and achieve your goals. This is your chance to bring your solutions and ideas to life while working on cutting-edge technology.
mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
As a Service engineer you will be responsible for planning, project management, documenting processes, developing specs, and providing status updates on all release-to-web activities.
Plan, design and drive operability requirements, standards, processes, and practices.
Monitors and takes action on telemetry data and performs basic analyses to triangulate failures that are affecting the system availability, reliability, performance, and/or efficiency, with guidance from other engineers. Develops scripting and/or automation used in monitoring based on observations
Assists in the implementation of reliable, scalable, and high-performance solutions across teams. Contributes to design documents.Owns implementation plans. Maintains quality checklist and related documentation with guidance from other engineers.
Release and deploy: deploy and run services in production.
Operate (and optimize): ensure data delivery and customer satisfaction with an eye on improving operational practices and procedures.

We are looking for a Customer Support Engineer.
As a Customer Support Engineer, you will:
Be in charge of our customers happiness by delivering amazing service.
Become a product expert who knows the ins and outs of everything we has to offer.
Proactively identify opportunities and optimization points to help our customers grow.
Act as the voice of the customer by giving feedback and insights to the rest of the company.

Required Tech Support Engineer
The opportunity:
We are looking for a production analyst to join our Technical Support team. As a Production analyst in the Support team, you'll collaborate with the business team, R&D team, and BI team and dive into the heart of our platform, analyzing large data sets to address technical production incidents.
What you'll be doing:
Conduct in-depth analysis of vast and intricate data sets, reflecting the behaviors of millions of users, to swiftly address technical production incidents.
Take charge of the resolution process for cases, collaborating seamlessly with internal teams, and maintaining transparent communication with stakeholders throughout.
Proactively contribute to internal documentation and promote knowledge sharing within the team.
Effectively manage and prioritize multiple customer issues across our range of products and platform.

Required Technical Support Engineer
The opportunity:
You will be a part of the R&D team providing support to our 1st tier customers. You will work closely with the product development and QA teams to solve problems arriving from our customers. You will build and define the the support operations processes and apply it on your day to day work.
You will have great opportunity to impact the organization as the first support person on the team.
What you'll be doing:
Provide technical point of contact for our project/product managers, business owners and performance team with any technical issues that may rise.
Establish the correct processes and work methodologies required for the team to be able to provide the right support.
Work with development and QA teams to investigate and solve technical issues within the client and backend domains.
Communicate internal stakeholders and ensure that they are well informed of the progress and plan.
Prioritize and manage multiple issues from customers on our products and platform, simultaneously.

We are looking for a Technical Support Engineer.
As a Technical Support Engineer, you will take ownership of technical escalations and act as the central point of contact for various operational teams. Your primary focus is helping our customers make the best use of our global financial automation platform to conduct their business without any disruptions. Your focus will be on timely investigation and resolution of highly complex and technical issues in collaboration with the engineering and product teams while ensuring the best customer experience.
In this role, you will be responsible for:
Provide expert technical support to our internal operational teams, specifically addressing Platform-related issues.
Play a pivotal role in upholding customer trust by consistently working alongside our internal operations teams to address a diverse range of complex use cases until resolution.
Take charge of technical escalations, acting as the primary liaison for all relevant teams.
Thoroughly investigate and troubleshoot complex Platform and user-related issues, including failures, and errors.
Conduct in-depth analysis of system logs to pinpoint the root causes of issues.
Engage in close collaboration with cross-functional teams, including Engineering, Product, and Operations, to efficiently resolve customer problems.
Help craft root cause analysis documents and find proactive solutions to stop issues from reoccurring
In this role, you may need to engage with senior leaders, including Directors, VPs, and C-level executives, when payment technical issues are escalated to this level.
Maintain internal documentation and actively engage in knowledge-sharing with fellow team members.
Ability to comprehend complex workflows and collaborate effectively with the R&D department.

Were looking for an experienced Technical Support Engineer with a creative mind and extraordinary investigation skills to join our team. The team aims at providing immediate, high-quality analysis and technical solutions to any issues rising directly from our live systems.
Responsibilities:
Lead live and ongoing escalations while owning all the technical and analytical aspects of the issues
Investigate and identify patterns that are causing issues in the system by analyzing data sets, reading system logs, using dashboards, and debugging tools
Take part and lead processes that will improve production functionality and prevent future problems
Participate in technical A/B tests
Define and create alerts, visualizations, and tools to improve our response time to production issues
Collaborate with the R&D, Business, CRM, and Product teams.

we are As a Technical Support, you will be regarded as product expert and, as such, you will be involved in daily technical operations and escalations. The main responsibilities include performing customer installations and technical evaluations, developing and testing and solutions in strategically and tactically significant applications and use cases, including File protocols, Machine learning, Object Storage, and high-performance computing, at customer sites and in the lab. You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team.

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart French business hours from Monday through Friday.



What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart German business hours from Monday through Friday.



What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned