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we are now searching for a Technical Support Engineer to join our Customer Support team. The Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily.
He or she also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap.
As a member of a small and dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects.
We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and doing what it takes, to contribute to quick growth.
What You Will Be Doing:
Customer Issue Management:
Review and prioritize the queue of open tickets, ensuring timely resolution of each issue.
Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
Investigate and research customer-reported issues, striving to recreate and resolve them promptly.
Collaborate with internal departments, such as Product Development, Finance, Legal, etc., as needed to address customer requests in a coordinated and efficient manner.
Provide responsive phone and chat support to address customer queries and concerns.
Documentation and Reporting:
Ensure comprehensive documentation of all customer interactions, updates, and resolutions in the ticketing system.
Maintain proper attributes and tags for tickets, facilitating efficient tracking and reporting.
Create and update customer-facing knowledge base articles to aid in issue resolution and self-help for customers.
Continuous Improvement.
Proactively enhance technical knowledge and proficiency in products.
Collaborate with cross-functional teams to contribute insights and feedback for product improvement.

As a highly motivated and customer-focused professional on the global Cortex XSIAM support team, you will provide first-class technical support by managing incoming inquiries and escalations within defined SLAs. You will proactively identify and resolve complex technical issues, collaborating with technical account managers and developers to mitigate risks and develop permanent solutions. This role requires a deep understanding of client environments to ensure the successful deployment and operation of our cybersecurity solutions, finding and resolving issues before they escalate.
Key Responsibilities
Respond to user-reported issues in adherence to established Service Level Agreements.
Triage customer reported issues and respond via ticketing system, phone, or remote sessions.
Perform advanced troubleshooting at the application and OS level, using your knowledge and relevant expertise.
Identify the area of fault (code, environment, or configuration) and work with the appropriate teams to implement the fix.
Provide timely feedback into the development process on customer-reported product problems.
Document actions to effectively communicate information internally and to customers.
Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for our portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.

What You'll Own:
Communicate with customers via email, live chat, and screen shares.
Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
Develop in-depth knowledge of our products and their features.
Engage with customers to understand and fulfil their goals with our solutions.
Apply and share best practices for optimal use of our products.
Innovate and propose ideas for enhancing the overall customer experience.

**Please note - Working days are Monday - Friday

We are looking for a Technical Support Specialist to deliver advanced assistance for our software products



Key Responsibilities:

Investigate and resolve second-level technical incidents

Perform in-depth troubleshooting and identify underlying issues

Support customers through phone, email, and other communication channels

Work with R&D and engineering teams on system-level problems

we are seeking a Help desk Technician! What will you do?
* Provide high-quality support to employees (on-site and remote) covering hardware, software, OS, and network infrastructure.
* Troubleshoot and repair laptops/desktops, set up workstations, and manage peripheral equipment (monitors, docking stations, IP phones).
* Manage user accounts and permissions in Active Directory, Office 365, and Google Workspace
* Track IT inventory and manage the full IT onboarding/offboarding process for employees.
* Diagnose basic connectivity issues, WiFi configurations, and printer/file-sharing setups.