לוח משרות דרושים מהנדס תמיכה ושירות במרכז

Required Customer Support Engineer
Requirements
As a Technical Support, you will be regarded as a 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.

As a Technical Support Engineer, you will:
Provide our clients support and technical solutions, both remotely and at the client sites abroad
Track open support tickets and ensure they are handled until resolution
Analyze and resolve operational and technical issues raised by the client
Perform production system and infrastructure upgrades.

We are looking for a Junior NPI & Technical Support Engineer to join our NPI and Technical Support group.

In this role, you will own the technical readiness of our products across the full lifecycle, from New Product Introduction (NPI) through software releases, manufacturing support, and field-level technical analysis.

Youll work closely with internal teams and external manufacturing partners to ensure the highest technical and quality standards across all AudioCodes products.

Your mission:
Lead and manage NPI activities for all our products.
Own the technical readiness and validation of software releases across all products.
Provide advanced technical support and root-cause analysis for hardware and software issues.
Accompany and support repair processes for failed boards, including deep technical investigation.
Take full responsibility for the technical level and performance of subcontractor teams (Flex China).
Ensure correctness and alignment of HW, SW, and BOMs across all our products.
Own and maintain the accuracy and quality of technical documentation.
Interface with R&D, Operations, QA, Manufacturing, and Support teams to drive smooth product launches and ongoing stability.

We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with at scale.
What Youll Do:
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.

We are looking for a high-energy, driven Support Engineer to join our organization! KMS Lighthouse is an industry leader in knowledge management, working with Fortune 500 enterprise-level customers. If you’re interested in the intersection of technology, innovation, and knowledge, this is the place to be. The Support Engineer will work as a Support Engineer for our Support team and represent KMS Lighthouse as the professional authority in ongoing work with the technical factors from the client’s side.

Responsibilities:

* Serve as a primary technical support contact for enterprise customers.
* Receive, triage, investigate, and resolve support tickets.
* Perform in-depth troubleshooting of application, system, and infrastructure-related issues.
* Work closely with Development and DevOps teams on incident resolution and root cause analysis.
* Participate in onboarding, upgrades, and business continuity events.
* Conduct live troubleshooting sessions with customers.
* Maintain documentation of issues and resolutions.

Benefits:

* Experience supporting SaaS-based products.
* Basic to intermediate infrastructure and networking knowledge.
* Database familiarity.

We are seeking a dynamic Field Service Engineer to join our team , playing a critical role in advancing our renewable energy solutions. As a Field Service Engineer, you will contribute significantly to the future of various renewable energy products and solutions, serving as an interface between our customers.



Ideal Candidate:

The ideal candidate will have a background as a practical Electrical Engineer or Electrical Engineer with a valid electrical license and comprehensive understanding of AC/DC, Low/Medium Voltage systems, networking and system controls. Proficiency in both Hebrew and English languages at a minimum of C1 level is required. The role will require on-call duty and the ability to oversee critical customer situations. Experience with Battery Storage solutions is highly beneficial, and a valid driving license is essential due to frequent travel requirements.





Responsibilities:

Serve as the primary interface between customers taking ownership of dispatched customer issues across various renewable energy solutions.
Provide comprehensive service and customer support during field visits or dispatches, running diagnosis on errors or technical problems.
Deliver on-site installation, repair, maintenance, testing tasks, upgrades, or rework activities for diverse renewable energy products.
Provide remote support to clients as needed.
Leading projects during commissioning and site acceptance services for various renewable energy solutions.
Adhere to operational procedures, processes, and practices consistently, ensuring compliance.
Follow applicable health and safety instructions and regulations for various renewable energy installations and services.
Maintain updated documentation, work instructions, and processes for existing and upcoming service contracts and agreements, including reports creation.

Were hiring a Customer Success Engineer to work directly with customers to onboard, implement, troubleshoot, and optimize the platform- across Linux, Kubernetes, IAM, and secure access workflows. Youll be the primary technical contact: diagnosing issues, guiding best practices, collaborating with Product/Engineering on escalations, and turning learnings into repeatable runbooks that keep deployments stable and effective.

Responsibilities:
Deliver a smooth onboarding experience and drive adoption/expansion for existing customers.
Proactively identify opportunities to drive customer success and product adoption through architectural guidance, hands-on enablement, and technical planning.
Investigate and resolve our cases (secret access, authentication, certificate workflows, remote access) while guiding secure configuration and best practices.
Reproduce issues in test environments (Linux, Docker, K8s) to isolate root causes.
Write KB articles to streamline troubleshooting and improve customer experience.
Learn customers business and challenges; log and communicate requirements; partner with Product & Engineering to escalate/validate fixes, contribute to team processes, internal tooling, and advocate for customers.
Act as a trusted advisor and support critical issues.

We are looking for an experienced Senior Technical Services Engineer to join our dynamic team based in Israel. You will play a critical role in ensuring the smooth operation of our technical infrastructure and product flows.
Your responsibilities will include providing tier 3 technical support for escalated issues, taking charge of building monitors, maintaining continuous vigilance over the production environment, and taking the lead in coordinating incident response efforts across different departments.
A day in the life and how youll make an impact:
Lead cross-functional efforts to identify, analyze, and address intricate technical challenges, fostering seamless collaboration between various support teams and engineering units. Additionally, assume responsibility for addressing complex support tickets and ensuring adherence to stringent SLAs, all while maintaining a commitment to meeting service level objectives.
Lead cross-functional efforts to tackle complex technical challenges, ensure smooth collaboration between support and engineering teams, handle complex support tickets, and meet SLAs.
Continuously monitor diverse processes across our systems, proactively identifying potential issues before they escalate. Additionally, engage in thorough research of issues arising from these monitoring activities and collaborate closely with the R&D team to develop effective resolutions. Simultaneously, contribute to ongoing improvements to our monitoring systems to elevate their efficacy and reliability.
Monitor system processes to spot potential issues early, research problems, collaborate with R&D for solutions, and enhance our monitoring systems.
Take an active role in incident management efforts while also contributing to continuous improvements in R&D processes. Diligently track key metrics and maintain proactive oversight to ensure sustained optimization.
Develop monitoring tools and drive process improvement initiatives to ensure smooth system operations and enhanced operational efficiency.