לוח משרות דרושים תמיכה טכנית - תוכנה

Our company is revolutionizing the way companies connect with their customers and audiences.
We enable B2B marketers to fully manage and optimize social media to drive their businesses forward in a scalable and measurable way.
Leading B2B organizations all over the world such as ACI Worldwide, Snowflake, and Fujitsu are using our company to improve and understand their social presence in order to make better business decisions.
We are a global, fast-paced, and innovative start-up with offices in Ramat Gan, London, and Grand Rapids (MI).
As a Product Support Manager you will manage the Product Support Specialists to uphold the company SLAs while delivering fantastic first and second-level customer support.
Responsibilities:
Manage a small team of global product support specialists.
Actively respond to customer inquiries and drive issues to resolution.
Ensure that the support team is in compliance with the companys support SLA.
Be available and demonstrate going above and beyond for the team and customers.
Flexibility in availability to meet customer needs, support the team, resolve issues promptly, and uphold service standards.
Develop the product help center to improve self-service support.
Develop and improve internal processes to accelerate support quality and response times.
Work with stakeholders across disciplines to solve issues.

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.

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 seeking an Operation Shift Manager.
What youll do:
Provide comprehensive information and operational support regarding the products and services offered by the company.
Work closely with different departments to solve operational and technical issues.

A trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintechs, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth.
Our technology empowers customers to expand into new markets and introduce groundbreaking products.
you'll be part of a dynamic global team committed to redefining the financial services sector through technological innovation. You will contribute to creating safer financial environments and have the opportunity to work with some of the brightest minds in AI, ML, and financial technology. We offer a collaborative, inclusive, and forward-thinking work environment where your ideas and contributions are valued and encouraged.
Join us in our mission to revolutionize the financial world, making it safer and more trustworthy for millions worldwide. Explore exciting career opportunities at where innovation meets purpose.
We are looking for an L1 Support Engineer to join us innovative Technical Support team. As an L1 Support Engineer, you will be a crucial part of our first-response team, ensuring the smooth operation of our systems.
The role entails working 3-4 shifts weekly, including afternoons, nights, and weekends at our offices in Hod Hasharon.
This role is an entry-level position that offers an exciting opportunity to work with cutting-edge technologies and gain valuable experience in a dynamic support environment. We are looking for motivated individuals who thrive in a fast-paced, collaborative setting.

As a Technical Documentation team lead you will primarily be responsible for leading the definition, creation, updating and publishing of API documentation to its customers

Represent the technical writers team, build relationships with product managers, R&D, architects, marketing, support and sales engineers locally as well as remotely in a globally distributed organization
Lead the technical writers, content strategy, and content operations
Determine resourcing and prioritization of issues affecting product docs teams as well as the the team tasks and load
Advocate for best practices in product documentation, documentation as a key component of delivering our products, and demonstrate the value of documentation to the business
Advocate and implement best practices in tooling and automation of API reference based on OpenAPI and SDK code snippets
Help your team succeed and provide the most advanced and up to date documentation to customers.
Actively research and implement content, format, and technical standards changes to improve the usability or production of the customer documentation.
Manage the documentation release process ensuring that the required reviews and quality control processes are followed before publishing.

We are looking for a Tier 1 Support Agent.
As Tier 1 support agent, you will serve as the front line to our valued customers. Youll receive, analyze, and resolve customer requests via our live chat and ticketing system.
You will communicate with customers, to help them create websites by asking technical and professional questions.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll learn about our technology and collaborate with support professionals from around the world to improve the creative process that defines tomorrows web.
Responsibilities:
Receive, analyze, and resolve customer requests via live chat and ticketing
Determine the best course of action that will lead to the quick and successful resolution of customer requests
Solve customer problems in a professional, empathetic, and courteous way
Continuously learn about our new features and apps in a highly dynamic environment.

We are looking for a Tier 1 Team Leader.
As Tier 1 Team Leader, youll oversee the daily operations of one of our Tier 1 technical support teams.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll lead a team of tech support agents, ensuring they meet our KPIs to provide optimal customer support. Youll collaborate with our global team to continuously enhance our users customer experience.
Responsibilities:
Oversee the day-to-day operations of your team
Provide direct supervision of technical support staff, including recruitment and evaluations
Mentor your team members and provide oversight, coaching, and training to meet KPIs
Collaborate with other team members and departments to generate greater knowledge and enhance customer experience

We are looking for a Tier 2 Team Lead to join our Support Department. In this role, you will play a pivotal role in ensuring seamless operations and achieving key performance indicators.
Your responsibilities will involve collaborating with cross-functional teams, including Account Managers, Partner Success, and R+D, to optimize workflows that genuinely address business requirements. Additionally, your technical expertise in JS, HTML, and CSS will be crucial in delivering exceptional customer service and tackling complex technical challenges.
What will you do:
Manage a team of Tier 2 Technical Support Specialists
Analyze metrics and maintain team KPIs
Collaborate with Account Managers, Partner Success and R&D teams
Become an expert in web accessibility
Drive excellent Customer Satisfaction by understanding and delivering against Customer expectations
Manage and provide resolutions to escalated tickets from tier 1 to help provide the best service for our clients
Escalate issues to R&D as needed and follow up diligently on those issues.

Job ID : R_100832.

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You'll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You'll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will:
Work on a complex cloud environment that serves customers.
Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
Define monitoring tools on top of the current team tools to lower the team response time.
Analyze logs and understand scripts.
Triage and prioritize incoming issues and bugs.

We are looking for a talented Support and Implementation Specialist to join our support team. We provide innovative compliance software for leading companies in the UK and around the world. The company was established in 2004 and is a profitable, fast growing company, soon to be owned by private equity investor Inflexion.
The Support and Implementation Specialist will work with our latest software technology, Omnitrack. You will support our Team Lead, guiding clients through their onboarding and implementation process. You will then continue with the customer through their journey, working to solve their problems.
Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain complex and sometimes technical ideas in simple terms and translate the customer experience into feedback and product specifications.
This is an excellent opportunity for a person who is motivated by solving real problems for real people. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. A familiarity with project management, Excel, or SQL is a plus, but you can succeed in the role without formal training in these areas.
Roles and responsibilities
As part of your role, you will:
Understand how the client will utilise Omnitrack and create a working Omnitrack solution
Regularly communicate with clients (online meetings and emails) to gain a deep understanding of how they use Omnitrack and use that understanding to improve the product
Understand and analyse requests and issues to ensure that we are addressing them accurately and comprehensively
Address and solve identified client issues directly
Use creativity to temporarily alleviate the impact of issues if a solution is not immediately possible
Be interested in learning how to investigate product bugs and understand databases (JSON/SQL) to find underlying root causes
Describe the results of your investigations in a ticket for the Development Team
Work collaboratively with other members of the Support Team to manage open client tickets effectively
Manage client expectations and provide an estimated timeline to resolution
Facilitate inter-department work and communication on more complex Omnitrack projects
Location and hours:
This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday. (UK or Israel)
Salary range:
The salary range for this position is 10,000 16,000 NIS per month (Israel) or 30,000 40,000 GBP per year (UK), depending on skills and experience.