לוח משרות דרושים תמיכה טכנית - מחשבים ורשתות

Power the Future with us! SolarEdge (NASDAQ: SEDG), is a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive. The Technical Solutions team serves as the final escalation point within the Technical Support organization and acts as the primary interface with R&D, Quality, Product Management, and Engineering. Technical issues - both hardware and software—that cannot be resolved by Tier 1 and Tier 2 support teams are escalated to the Technical Solutions experts located across our global sites. As a Technical Service Engineer - Tier 3, you will troubleshoot and resolve the most complex and challenging technical issues. Location: Herzliya or Modi’in. What you’ll be doing:
* Work closely with R&D and Product teams to resolve complex technical issues escalated by the global service organization.
* Participate in product definitions, testing, validation, and integration activities.
* Investigate and analyze data from the company’s large-scale installed base.
* Continuously improve the technical knowledge of junior support engineers by conducting weekly trainings, reviewing escalated cases, and teaching troubleshooting methodologies.
* Provide product training and mentorship to junior support engineers.
* Create, update, and maintain troubleshooting procedures and technical knowledge base articles; ensure these are shared with the entire Support organization.
* Ensure all customer-facing support levels remain up to date with troubleshooting processes, technical know-how, and product enhancements by collaborating closely with R&D, Q&R, and Product teams.
* Provide on-site support and training to global customers when required.
* Maintain and manage product environments used by the Customer Support organization.
* Serve as the primary escalation point for Tier 3 issues raised by Tier 1 and Tier 2 support teams worldwide.
* Ensure customer and partner inquiries are handled professionally, within established SLAs, delivering high-quality technical support and customer care.

Country:
Israel

City:
Herzliya

Power the Future with us! SolarEdge (NASDAQ: SEDG), is a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive. The Technical Solutions team serves as the final escalation point within the Technical Support organization and acts as the primary interface with R&D, Quality, Product Management, and Engineering. Technical issues - both hardware and software—that cannot be resolved by Tier 1 and Tier 2 support teams are escalated to the Technical Solutions experts located across our global sites. As a Technical Service Engineer - Tier 3, you will troubleshoot and resolve the most complex and challenging technical issues. Location: Herzliya or Modi’in. What you’ll be doing:
* Work closely with R&D and Product teams to resolve complex technical issues escalated by the global service organization.
* Participate in product definitions, testing, validation, and integration activities.
* Investigate and analyze data from the company’s large-scale installed base.
* Continuously improve the technical knowledge of junior support engineers by conducting weekly trainings, reviewing escalated cases, and teaching troubleshooting methodologies.
* Provide product training and mentorship to junior support engineers.
* Create, update, and maintain troubleshooting procedures and technical knowledge base articles; ensure these are shared with the entire Support organization.
* Ensure all customer-facing support levels remain up to date with troubleshooting processes, technical know-how, and product enhancements by collaborating closely with R&D, Q&R, and Product teams.
* Provide on-site support and training to global customers when required.
* Maintain and manage product environments used by the Customer Support organization.
* Serve as the primary escalation point for Tier 3 issues raised by Tier 1 and Tier 2 support teams worldwide.
* Ensure customer and partner inquiries are handled professionally, within established SLAs, delivering high-quality technical support and customer care.

Country:
Israel

City:
Herzliya

We are looking for a Global Support Manager.
Key Responsibilities:
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 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 looking for a highly motivated, service-oriented IT Helpdesk Administrator to join our fast-growing IT Services team. Reporting to our IT Services APAC Team Leader.

Main Duties / Responsibilities

Support the onboarding of new hires - Install, deploy, configure and troubleshoot end-users equipment, software & apps and other peripherals for a flowless users onboarding.
Provide guidance, assistance, coordination and follow-ups on client questions and problems in a professional, polite manner to provide superior customer experience.
Respond to requests for technical assistance either in person, ticketing system or over the phone
Troubleshoot system and network problems, diagnose, and solve hardware/software faults
Follow, document, and initiate the creation of internal IT procedures, workflows and guides.
Maintain and support in-office IT Equipment - computers, printers, phones, conference rooms, TVs, and back-office systems.
Ensuring that system records and procedures are accurate and current
Maintain and track IT Equipment inventory stock to support everyday activities.