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We seek a passionate Tier-1 Technical Support Engineer to join our rapidly growing Global Support and Services organization.
As a Senior Tier-1 Support Engineer, you will serve as the first point of contact for customers, delivering timely, accurate responses. You will be the interface between our customers, field engineers, and development, providing top-tier technical support to our customers.We seek someone with a proven track record of supporting enterprise customers across Windows, Mac, and Linux environments, who thrive under pressure while managing multiple cases efficiently. In this role, your analytical thinking and resourcefulness will be key in troubleshooting complex issues, optimizing resolution times, and ensuring high customer satisfaction.
What will you do?
Assist customers with product-related questions, technical troubleshooting, and service-related concerns.
Understand the issue and the business/security impact, provide frequent, meaningful, and high-quality responses to customers.
Deliver clear, concise, and friendly communication that reflects a customer-first approach.
Escalate complex or unresolved issues to the appropriate internal teams.
Deflect repeated issues through automation/KB/Self Service.

We are looking for a New Verticals Support Specialist.
What youll do:
Oversee all the operations activity within the New Verticals products on your assigned shift, multi-task and prioritize real-time issues, investigating and escalating issues while following escalation protocols.
Perform in-depth troubleshooting and resolve technical difficulties and complicated issues that were escalated from customers or our support team.
Working with internal systems, opening JIRA tickets to R&D production teams, raising flags about wide and urgent issues and manage workers during live shifts.
Managing E2E operational processes for new projects within the New Verticals products
Full-Time position, working in 24/7 shifts, including weekends and holidays.

Were looking for an Escalation Operations Specialist who thrives at the intersection of customer success, product, and engineering. In this role, youll take ownership of the entire escalation lifecycle, drive improvements through automation and AI, and play a key role in delivering seamless customer experiences. Youll work cross-functionally with Customer Success, Product, and R&D teams to ensure issues are resolved swiftly and collaboratively. This role is ideal for someone who loves managing complex project.

Responsibility:
Escalation Process Management: Oversee the customer success escalation process end-to-end, ensuring timely and effective resolution of customer issues, requests, and bugs.
Customer Issue Resolution: Reduce and improve customer MTTR (Mean Time to Resolution) by managing bugs and feature requests with R&D, ensuring proper prioritization and follow-up.
Deprecation & Product Changes: Lead communication and coordination for product deprecations and changes. Ensure clear and professional messaging to customers regarding actions and updates.
Cross-Functional Collaboration: Partner closely with CS, Product, and R&D teams to drive escalations to resolution and manage technical projects requiring multi-team involvement.
Project Management & Tracking: Utilize Jira and other project management tools to effectively track, manage, and report on escalations and related tasks.
Automation & AI Integration: Leverage automation tools and scripts to reduce manual effort and streamline workflows. Use AI tools to enhance escalation handling and support processes.
Operational Process Improvement: Continuously refine escalation workflows, introduce best practices, and improve overall operational efficiency.
Escalation Training & Guidance: Collaborate with Customer Support to ensure proper handling of escalations. Mentor and guide the team onmanaging high-priority and complex issues.

We are currently seeking an IT Support Engineer for the IL region to. This role is pivotal in expanding our local IT presence and collaborating with our global IT team.
Our IT team is dedicated to providing top-notch support to all employees globally. We equip with the technical resources necessary for thriving and growing. From first-level support to managing and standardising major information systems, our team is integral to the organisation, collaborating closely with all departments. As a core part of our Engineering group, the whole IT team is poised to support our company's global growth.
A positive attitude, enthusiasm, and a strong willingness to learn are key in this role. You will resolve technical issues autonomously while eagerly developing your skills and knowledge.
Good troubleshooting skills and familiarity with common operating systems and applications are essential.
We encourage you to bring energy and dedication to your work, take initiative, and seek opportunities to grow and push your boundaries. We will also highly encourage your passion for improving user support and commitment to moving forward.
Join us in this exciting opportunity to drive IT excellence and support our growth across the globe.
About the opportunity
Work with a dedicated team handling a crucial aspect of our company, facing attractive challenges to prepare for our next growth phase
Play a vital role in building and growing a key business area by supporting our local users during this period
Engage closely with all departments to facilitate company growth and support the development of our business
Scale the region and enhance our local IT presence, ensuring robust support for our growing operations
What will you do?
Provide day-to-day technical support in IL and across the globe.
Monitor the vulnerability tools and react on exploits.
Support the process of requesting/granting access and permissions to internal users.
Document, track, and monitor users problems to ensure swift resolution through common user request management systems (Ticketing, Slack, etc.).

Would you like to join one of the fastest-growing organizations within us, and help customers of all industries and sizes gain the best value and service from us? our Enterprise Support, Technical Account Managers (TAM) support our customers creative and transformative spirit of innovation across all technologies - including Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, Security and more. This is not a sales role, but rather an opportunity to be the principal technical advisor and voice of the customer to organizations ranging from start-ups to Fortune 500 enterprises.

As a TAM, you will help craft and execute strategies to drive our customers adoption and use of our services - including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT, and many more. Your technical acumen and customer-facing skills will enable you to effectively represent us within a customers environment, and drive discussions with senior leadership regarding incidents, trade-offs, support, and risk management.
You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers our environments operationally healthy. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from us. This position will require the ability to travel 10% or more as needed.

As a member of the Support team you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a Cloud Support Engineer, you will act as the Cloud Ambassador across all the cloud products, arming our customers with required tools and tactics to get the most out of their Product and Support investment.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of us as a leading technology organisation?

If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

WHAT DOES A CLOUD SUPPORT ENGINEER DO?
First and foremost this is a customer support role in The Cloud.
On a typical day, a Support Engineer will be primarily responsible for solving customers cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
Apart from working on a broad spectrum of technical issues, a Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
Career development: We promote advancement opportunities across the organisation to help you meet your career goals.
Training: We have training programs to help you develop the skills required to be successful in your role.
We hire smart people who are keen to build a career with us, so we are more interested in the areas that you do know instead of those you havent been exposed to yet.
Our Premium Support is a 24/7/365 operation and shift work will be required to include nights, weekends and holidays.

We are the first interactive SOC Platform, transforming how todays businesses respond to and mitigate cyber threats with a centralized security operations infrastructure. The platform provides complete clarity, insight, and real-time cyber recommendations for businesses of all sizes by integrating all of their security events into one central command.
We are seeking a proactive, motivated, and problem-solving IT Specialist to join our IT department. This role presents an exciting opportunity to work in a dynamic environment, supporting various departments and implementing innovative technology solutions. As an IT Specialist, you will be responsible for managing IT infrastructure, providing support, and enhancing existing systems to meet the organizations evolving needs.
Responsibilities
Configure, install, and maintain all office technical equipment, including laptops, printers, monitors, and other IT peripherals.
Provide IT support to all company employees worldwide, ensuring smooth operation and timely issue resolution.
Manage and optimize cloud infrastructure, including AWS, Azure, and GCP.
Maintain and support both on-premise and SaaS platforms, ensuring system reliability and security.
Oversee user management flows, including account provisioning, access control, and security protocols.
Administer and troubleshoot IT systems, networks, and infrastructure components, ensuring maximum uptime and performance.
Develop and maintain IT documentation, including policies, procedures, and system configurations.
Collaborate with various departments to assess and fulfill technology needs while staying up to date on industry trends and best practices.
Ensure compliance with IT security standards and data protection policies.