דרושים » תוכנה » Customer Implementation & Support Engineer

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.

Were looking for a IT Specialist to join our global IT team.
As an IT Specialist, you will manage and maintain MDM systems, Linux and Windows servers, provide technical support for Mac OS and Windows, install and troubleshoot software, perform system maintenance and backups, support users, oversee IT equipment logistics, handle system administration tasks, manage user accounts (Azure AD, LDAP), and enforce IT security policies and best practices.
Responsibilities
Administer and maintain local Mobile Device Management (MDM) systems, Linux, and Windows servers.
Provide technical support for Mac OS and Windows computers.
Install, configure, and troubleshoot software for local users.
Perform system maintenance, updates, and backups while monitoring system health.
Offer user support during routine work hours.
Manage IT equipment, including reception, delivery, inventory, and accounting.
Perform routine system administration tasks such as software installation, system patching, and troubleshooting.
Assist with user account management, including Azure Active Directory, LDAP, and group accounts.
Implement and enforce IT security policies, procedures, and best practices to protect systems and data.