לוח משרות דרושים תמיכה טכנית - תוכנה

we are 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 softwarethat 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 Modiin. What youll 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 companys 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.

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 talented Escalations Engineer to join our team!

In this key role, youll debug and implement solutions for complex customer problems, design tools and environments for debugging and supportability, and serve as the technical bridge between our engineering and delivery teams.



Responsibilities


Serve as the primary engineering contact for critical customer escalations, ensuring timely and effective resolution of complex technical issues.
Debug, reproduce, and implement solutions for problems reported in customer environments.
Build and maintain advanced test setups that simulate real-world customer scenarios.
Analyze system logs, performance metrics, and network traces to identify root causes and drive permanent fixes.
Collaborate closely with R&D to improve product supportability and overall reliability.
Provide technical leadership and consulting to field engineers, delivery teams, and customers during escalations and product rollouts.
Document findings, create technical knowledge articles, and contribute to internal tools and processes for continuous improvement.
Lead post-incident reviews (RCA) and communicate insights to engineering and support stakeholders.
Continuously expand knowledge of CTERAs products, storage protocols (SMB/NFS), file systems, and network topologies.

The Technical Operations Team acts as a bridge between Customer Support and R&D.

We investigate and analyze issues, escalate bugs to development when needed, and support engineering in reproducing and resolving them.

The team also manages our HubSpot platform and maintains our public API documentation.

We're looking for a hands-on, curious and resourceful technical support professional to join us!

What you'll do:
Investigate complex tickets and edge cases
Communicate with users and developers working with our API
Collaborate with support, dev, and product teams
Report bugs and help dev teams reproduce them
Manage HubSpot database and monitor syncs
Maintain and own the public API documentation
Run scripts for HubSpot integrations
Use Databricks and logs to identify and diagnose issues quickly

Systems Development Engineering (SDE) at our company is a role where you manage services and systems at scale. SDEs creatively put their engineering discipline to use automating the mundane and reducing toil. We dont just write code to fix bugs, but emphasize the development of tools and solutions that fix classes of problems. We know its hard to control what you cant measure so we focus on observability: instrumenting first, then turning data into knowledge, and finally knowledge into action. We know that the operational efficiency of our company systems, services, virtual compute environments and the operating systems that power them impact the environment, not just the bottom line. We know that working together we can do more, and that community matters.
our company brings together people with a wide variety of backgrounds, experiences and perspectives. We encourage them to collaborate, think big and take risks in a blame-free environment. We promote self-direction to work on meaningful projects, while we also strive to create an environment that provides the support and mentorship needed to learn and grow.
Together we engineer and build the infrastructure, tools, access and telemetry for systems that enable orchestration of our company-scale services. Come build things that matter.
Part of our company Cloud, Mandiant is a recognized leader in dynamic cyber defense, threat intelligence and incident response services. Mandiant's cybersecurity expertise has earned the trust of security professionals and company executives around the world. Our unique combination of renowned frontline experience responding to some of the most complex breaches, nation-state grade threat intelligence, machine intelligence, and the industry's best security validation ensures that Mandiant knows more about today's advanced threats than anyone.
Responsibilities
Oversee the security technology provisioning lifecycle for new and existing customers.
Develop technical implementation plans based on customer expectations and shared information.
Facilitate project management and technical support during onboarding. Collaborate closely with customers and internal teams.
Collaborate with customers to triage and implement remediations and recommendations.
Document all implementation details and collaboration meeting notes in the internal tracking system.