דרושים » תוכנה » Escalation Engineer

We are looking for a Technical Support Engineer to join our growing Support team!
As a Technical Support Engineer, you will provide technical assistance to customers using our Gen AI platform across both SaaS and on-premise deployments. Youll troubleshoot integration issues, resolve technical problems, and ensure customers can effectively implement and use our AI solutions.
Responsibilities:
Provide high-quality technical support to customers via chat, email, video calls, and ticketing system
Diagnose and troubleshoot issues related to our product, including integration problems, code issues, and configuration challenges
Collaborate with the development team to escalate and resolve complex technical problems
Continuously gather feedback from users to identify common issues and suggest improvements to the product
Meet or exceed established performance goals
Stay up-to-date with product updates, new features, and industry trends to provide informed support

As part of our rapid growth, we are looking for an IT Support Engineer to join our team in Tel Aviv.
The IT Support team is the backbone, ensuring our employees have the tools and support they need to be successful. We are dedicated to providing exceptional technical assistance, resolving complex issues, and empowering our team to focus on their core responsibilities.
As a Support Engineer Level II, you will contribute to our IT support team, providing advanced technical support and acting as an escalation point for complex issues. Your ability to analyze and resolve technical problems effectively will be essential to maintaining high levels of employee satisfaction.
We are seeking a technically proficient and customer-oriented individual to join our IT support team. The ideal candidate possesses a strong technical foundation and has a proven ability to resolve complex issues.
This role requires 3-4 days per week, starting with a 5am shift and working the remaining days from the Tel Aviv office on a 9 am to 6 pm shift.
What You'll Do-
Provide expert-level support for endpoint devices (Mac & Windows), applications, and advanced technologies.
Troubleshoot complex IT incidents and ensure timely resolution, independently and in collaboration with IT Engineering.
Serve as the escalation point for IT support issues across the company.
Manage employee onboarding and offboarding, including hardware provisioning and access setup.
Administer and support core IT systems (Okta, Google Workspace, Zoom, Slack, Zendesk).
Oversee office IT infrastructure (AV, desk setups, networking) at our locations.
Maintain and update our internal knowledge base and troubleshooting documentation.
Identify opportunities to improve internal processes and drive operational efficiency.
Ensure compliance with IT security policies and procedures.
Take part in an on-call rotation to handle urgent issues 24/7.
Track tasks and tickets via Jira/Zendesk, reporting regularly to IT leadership.
Assist with hardware lifecycle management, including device imaging, deployment, and decommissioning.

Required Manager, Product Enablement and Product Support Experts
Realize your potential by joining the leading performance-driven advertising company!
As a Manager, Product Enablement and Product Support Experts on the Publisher Professional Services group in our Tel-Aviv Office, youll play a vital role in providing guidance and development to a highly motivated team of engineers with a passion for technical project management, learning, client service, and creative solutions. In addition you will work with several teams within the company, ensuring all service level agreements are met and customer satisfaction goals are achieved.
This Role includes management of two domains Publisher Product Enablement and 3rd Level Support which are responsible for leading the products lifecycle in Pub Professional Services as well as troubleshooting the most complex issues of the publisher domain.
How youll make an impact:
As a Manager, Product Enablement and Product Support Experts, youll bring value by:
Direct management of 6 experienced engineers who perform in-depthtroubleshooting including DB analysis, reading system logs and debugging product code to identify and solve complex support issues that were escalated by other support levels. The team also is responsible for introducing new products to professional services, leading technical projects including training and building processes and tools.
Manage through data driven approach, Monitor team KPIs to ensure Service Level Agreements and Customer Satisfaction are met while keeping Support and Professional Services management informed
Initiate, plan and execute cross functional projects as part of our Support strategy
Mentor team members Ability to coach, train and develop people, identify areas for continued learning and development and define career goals through personal meetings and b-yearly reviews
Act as a focal point of our professional services with R&D, Product Management, Sales, and Account Management.
Prioritize and address issues raised by our clients and internal stakeholders
Driving proactive, high-quality communication between the teams and our customers, including managing escalations if required
Encouraging an inquisitive learning environment to ensure the team implements improvements based on industry best-practices and project retrospectives
Ensure knowledge transfer from your team to other teams in Professional Services.

We are looking for a skilled Solutions Engineer with programming knowledge looking to join a fast-paced, and high-energy solutions engineering team and work on resolving customer issues, designing large complex deployments, improving the products, and training other tiers. Successful candidates must be detail-oriented and organized and have excellent organizational and communication skills. They will need to be able to manage multiple, high-priority issues simultaneously and effectively lead a remote team to resolution.
What youll do:
Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers, and customers themselves.
Owning internal and external customer calls to provide technical insight into the issue experienced by the customer, and provide fixes and workarounds to alleviate field issues.
Play a key role in feature design activities and understanding features in depth.
Develop and modify modules as part of implementing workarounds for issues or as a professional services enhancement.
Work with QA and development teams to recommend resolutions, provide insights, and make sure issue fixes are being properly implemented into the products.
Actively partake in tech support training sessions, compiling materials and delivering them to other tiers.

Required Customer Success Engineer
Description
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"Our data management vision is the future of the market."- Forbes
We are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, we take the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.
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.

we're on a mission to shape the future of the shipping industry through cutting-edge autonomous ship technology. Our solutions empower teams both on the ship and ashore to make informed decisions that dramatically enhance safety, reduce fuel consumption, improve navigation, and minimize environmental impact.

We integrate state-of-the-art technologies like computer vision and augmented reality, ensuring that we create solutions that improve operational efficiency and promote safer, greener shipping practices. we are committed to making a positive difference for both the environment and the people who rely on safe, efficient shipping practices. Join us as we work towards a safer, greener future for the maritime industry.

In this role, you will be responsible for strategic leadership and management oversight of the professional services organization to support business goals. Reporting to the COO, this is a high-visibility role that provides the development of the overall professional services plan and setting the strategic direction, and performance standards. You will develop, and manage all strategic service offerings and outcomes to drive and support the end-to-end customer experience.

Key Responsibilities
Develop and execute a scalable strategy for Support and NOC operations, ensuring a proactive, customer-first approach.
Lead and mentor high-performing group of support engineers, NOC specialists, and operational staff, fostering a culture of accountability, collaboration, and innovation.
Oversee real-time monitoring, incident management, troubleshooting, and resolution to minimize downtime and maximize system performance.
Implement and refine SLAs, KPIs, and operational processes to drive service excellence and continuous improvement.
Establish escalation protocols and ensure rapid response times to critical incidents, partnering with Engineering and Product teams to drive root cause analysis and long-term solutions.
Develop customer support workflows, self-service tools, and knowledge bases to improve customer experience and reduce resolution times.
Collaborate closely with Product, Sales, and Customer Success teams to align support initiatives with business objectives and customer needs.
Leverage data-driven insights to optimize service delivery, enhance automation, and improve operational efficiency.
Provide regular performance reports and strategic recommendations to senior leadership.

We are looking for a Escalation Engineer.
Responsibilities:
Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge, by being a point of advice for the CS department and other internal teams, and work on keeping our KB up to date, including creating new articles.
Manage major and critical production outages - Take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.
Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible.
Analyze production traffic and locate design gaps - deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio.
Participate in the features development life cycle - starting from the design to the implementation method, and the handover to the relevant teams.
Maintain production quality - work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality.

We are looking for a Technical Support Engineer to join our support teamsomeone who is passionate about networking and cybersecurity.

The ideal candidate is customer-focused and proactive, with a strong desire to help customers and partners resolve complex technical issues. In this role, you will apply your expertise in network and security troubleshooting to deliver high-quality technical support through chat, phone, and email.

Key Responsibilities
Provide Technical Support via chat, phone and email to customers and partners
Provide assistance with configuration, troubleshooting and best practices to customers and partners
Managing support service requests to ensure issues are recorded, tracked, resolved, and follow up are done in a timely manner.
Provide fault isolation and root cause analysis for technical issues

We are seeking a Technical Support Specialist to join our dynamic team. This role is pivotal in providing first-line and second-line technical support, ensuring smooth platform operation, managing escalations, and collaborating cross-functionally to improve user experience and operational performance.
The ideal candidate is hands-on, technically savvy and a process oriented mindset.
Key Responsibilities:
Provide Tier 1 and 2 technical support for customers, manage internal support issues for internal tools, software and services, manage user tickets, summarize sessions/issues, and resolve platform bugs promptly.
Monitor production incidents and errors, acting as the first response gatekeeper for issues and ensuring swift resolution.
Investigate and escalate complex issues to R&D/Product teams with full documentation and reproduction steps.
Assist in onboarding new customers by providing technical guidance, hands-on support and training through product setup and best practices.
Support new features releases with training and technical guidance.
Collaborate with product and engineering teams to relay user feedback.
Analyze recurring issues and recommend process or product improvements
Generate and maintain operational reports, support ongoing platform health monitoring, and provide ongoing support to cross-functional teams
Create and maintain support documentation, FAQs, and knowledge base articles.

Required Sr Technical Support Engineer - Cloud (GCS)
Your Career:
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will provide post sales technical support to our End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
Your Impact:
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support on an as-needed basis.