לוח משרות דרושים תמיכה טכנית - תוכנה

We are looking for a talented Technical Support Specialist.
The Technical Support specialist is expected to be an expert of all our supported products, understand them in-depth and take ownership of issues raised by customers, as well as by internal teams. You will need to understand our integration and detect customer issues. You will research, resolve and provide technical solutions, and work closely with the R&D. You will solve product gaps through new integrations to increase usage and satisfaction, while improving our products through integrated solutions and ease of onboarding. You must be a curious, diligent, innovative, problem solver. A team player with a strong motivation to succeed.
What youll be doing:
Act as the technical expert to help our clients achieve their goals and leverage their existing partnerships collaborating with us.
Collaborate with product managers on building the business case and impact product roadmap for new integrations.
Work in conjunction with Customer Success and Partner Marketing to ensure client facing teams are best equipped to leverage new integrations.
Analyze clients requirements from technical and functional perspectives and fit solutions by having a deep understanding of our system and products capabilities.
Build, monitor, and execute joint integration project plans with clients.
Work closely with enterprise clients and provide end-to-end support during their onboarding process.
Support Sales and Account Management efforts (presales and post-sales) for our highly strategic merchants as a technical subject matter expert.
Own public-facing SDKs, APIs, integration guides, and support documents.
Initiate and take part in designing and improving processes, tools, features, and products.

This position is ideal for Senior support manager to join the Global Customer Support Excellence group as a Tier 3 Sr. manager.

In this role, you will be responsible to lead and manage a team of level 3 technical and product experts, who Serve as iTero Technical & Business focal point for regional support issues, and act as the primary link between the Field and the Organization.

As a Tier 3 Support Sr. Manager, you will be managing escalations and severities from the field, as well as leading highly complex customer support projects that require cooperation of many units in the organization, such as improving trouble shooting protocols and implementing support tools.

Key Responsibilities

Manage and mentor a team of Tier 3 experts, workload, emergencies and ongoing activities.
Build training plans for the team, make sure they are familiar with new development/ECOs.
Learn our customers and applications. Travel and meet Dr and labs in all regions.
Accountable End2End for problems solving till customer receives feedback
Work with the professional services team to support advanced activities and service improvements
Work with the knowledge and training team to help create and spread the global knowledge
Accept advanced cases escalated by support Tiers 1 & 2, Professional Services, and Partners.
Perform detailed problem analysis and root cause determination.
Escalate complicated unsolved issues including detailed logs, casework notes, diagnostics, and reproduce steps.
Provide assistance and knowledge to members of lower tiers.
Support NPI activities UAT, LMR and product launches.
Provide Feedback from the Install Base to R&D (functionality/HW)
Suggest improvements to the product based on field experience

we are looking for a talented Technical Manager to join our team!
The Technical Manager leads the technical engagement with customers, collaborating closely with internal departments to develop and deliver comprehensive solutions tailored to meet customer needs.
Key Responsibilities
Customer Engagement and Requirements Analysis:
Engage with potential and current customers early on to understand their operational and technical requirements.
Assess and provide tailored solutions that align with customers needs.
Pre-Sales Technical Authority:
Prepare the technical and operational components of proposals and responses to customers.
Lead and conduct product demonstrations to showcase the capabilities and advantages of our companys solutions.
Assist and advise the Business Development Group with technical insights and recommendations.
Technical Risks and Opportunities Analysis and Management:
Identify and analyze potential technical risks and opportunities associated with customer projects and internal processes.
Manage risk mitigation strategies to ensure project success and customer satisfaction.
Take part in the LOB strategy definition and execution:
Conduct comprehensive competitor monitoring and analysis to understand market trends and competitor offerings, identify gaps and differentiators.
Utilize findings to improve our companys competitive offerings, initiate development of new capabilities and inform strategic decisions.
Programs Technical Documentation
Maintaining program technical documentation (Specifications, Design Documents, Interface Control Documents, etc.)
Manage the development and delivery of technical manuals and training to the customer
Program Management Support:
Interpret and communicate the technical aspects of projects or requests to Program Managers.
Oversee the delivery process.
Manage the technical aspects of 3rd party development programs.
System Integration and Deployment:
Lead the integration processes with customers and external systems.
Manage the fielding phase, including user acceptance tests, installation, and evaluation processes.
Collaboration and Coordination:
Work closely with our companys internal teams to ensure alignment and effective communication throughout the project lifecycle.

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
This is a unique opportunity to be the first technical expert in our Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.
Your Opportunity:
Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.
Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.
Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.
Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Cloud Security products, ensuring exceptional satisfaction and retention.
Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.
Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.
Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.
Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.
Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.

We are seeking an experienced Technical Account Manager (TAM) to serve as a trusted technical advisor for our Enterprise customers. As a TAM, you will lead technical strategy and implementation for strategic accounts, guiding customers through complex analytics projects and ensuring successful deliveries. You will scope technical initiatives, drive execution based on best practices, and play a key role in customer success.

Why Join Our Field Engineering Services Team?

Our Field Engineering Services team operates at the intersection of customer engagement, product innovation, and business impact. As a TAM, you will lead technical engagements, shape product adoption, and help customers maximize the value of their data solutions.

Our Enterprise customers rely on our technology to power insights for thousands of users. These implementations involve diverse data technologies, multi-stakeholder environments, and high-impact product integrationsoffering you the opportunity to work on challenging and rewarding projects.

Tasks control in the system: Daily monitoring of the real-time data and information received from customers into the system.
Identify, analyze and solve problems in real-time. Reporting to relevant departments about various matters.
Provide technical support for the Success Managers
Assist the on-boarding of new customers in the system
Generate special reports based on existing data

We are seeking a skilled Senior Technical Support Engineer to join our team in Israel.

In this role, you will play a crucial part in supporting our customers throughout their journey, from presale consultations to post-sale technical support. You will work closely with our R&D engineers to ensure seamless integration and resolution of technical issues. Additionally, the role will involve aspects of solution engineering, where you will contribute to designing and implementing tailored solutions for our clients.

We are looking for a talented, experienced Technical Support Manager to lead our Tech support team.

As Technical Support Manager, you will be responsible for leading Customer Support T1 and T2 teams that focus on maintaining a high level of customer satisfaction for international customers, while collaborating effectively with internal cross-functional teams.

Responsibilities
The Technical Support Manager is a frontline management role with two primary responsibilities:

Services and solution delivery
Manage a team of technical support representatives and supervisors, including hiring, training, evaluating performance, leading processes and technical leadership
Set goals, objectives, and metrics for the support team to ensure high quality customer service, first call resolution, and response times meet service level agreements (SLAs) - both internal and external
Lead root cause analysis efforts on major system failures or persistent technical issues and coordinate solutions with relevant teams
Work cross-functionally with IT, software development, training, and other groups to implement strategies to proactively prevent recurring technical issues
Develop and maintain technical support's annual budget, including expenditures for staffing, training, licensing, and tooling
Be the focal point of deep technical tickets.
Personnel management

Manage Tier 1 outsource team and direct manager of Tier 2 support teams.
Decision taking.
Progress review
Career development

seeking a Technical Support Engineer to join our global support team, providing 24/7 support to our customers. In this role, you will diagnose, troubleshoot, and resolve technical issues efficiently, ensuring high customer satisfaction. You will work with various software stacks, architectures, and cloud environments while following escalation procedures for unresolved issues.

Responsibilities
Take ownership of reported customer issues and drive them to resolution.
Research, diagnose, and troubleshoot system issues, providing effective solutions.
Follow escalation procedures to route unresolved problems to the appropriate teams.
Collaborate with technical counterparts to promote product adoption and expansion.
Advocate for customer needs internally, acting as their technical representative within .
Upgrade application for on-prem customers.
Contribute to the knowledge base by documenting common issues and solutions.
Prioritize and manage multiple open cases simultaneously, ensuring timely resolution.

This is a unique opportunity to be the first technical expert in our Tenable Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.

Your Opportunity:

Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.

Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.

Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.

Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Tenable Cloud Security products, ensuring exceptional satisfaction and retention.

Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.

Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.

Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.

Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.

Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.

Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.

We're looking for an experienced and ambitious and highly motivated technical integration lead to join our integration group.

The Integration Lead is responsible for overseeing and managing the integration of systems, processes to ensure seamless operation and alignment with the customers' business objectives.

This critical role ensures that integration projects are executed efficiently and effectively, aligning technical solutions with business goals and ensuring a smooth transition for all involved parties.

On your day-to-day work, you will involve leading technical scrum team, coordinating with stakeholders, and ensuring that integration projects are completed on time, within scope, and to the highest standards of quality.

You'll be focuses on the technical and operational aspects of integration, ensuring that the different components fit together seamlessly.

Youll work closely with the customer to define the needs, collect the requirements, and manage the integration backlog.

Youll work with the project senior management and other key stakeholders to help optimize the delivery pipeline and ensure on-time delivery.

What youll do:

Team /Resource Management
Allocate and manage resources effectively, including team members, budget, and tools.
Ensure that the team has the necessary skills and knowledge to execute the integration.
Lead mentor and support a technical integration scrum team.
Assist in training and mentoring the team members
Administrate the project integration program, build a working plan by the teams capacity.
Project Planning and Strategy:
Develop a detailed project plan that outlines the scope, goals, timeline, resources, and budget for the integration.
Lead the A&D phase to collect the customers' requirements.
Define integration objectives and success criteria in collaboration with stakeholders.
Identify potential risks and develop mitigation strategies.
Monitor integration processes to proactively address issues and minimize disruptions.
Work closely with technical teams to understand system requirements, data flow, and integration points.
Ensure that technical aspects of the integration are executed according to best practices and standards.
Delivery
Maintain comprehensive documentation of integration plans, processes, release notes and outcomes.
Ensure that the integration meets quality standards and performs as expected.
Conduct testing and validation to verify that integrated systems and processes are functioning correctly.
Stakeholder Management:
Identify and engage with internal and external key stakeholders
Communicate regularly with stakeholders to provide updates, gather feedback, and address concerns.
Customer relationship
Be in direct contact with the customer stakeholders and maintain a professional Customer relationship
Be supportive and maintain the integration customers success.

Location: Holon.

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

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)