דרושים » תוכנה » Technical Account Manager with security clearance

Required Technical Support Engineer
Tel Aviv District, Israel
About the job
As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues, particularly those related to data synchronization with ERPs, banks, and third-party systems, while delivering an exceptional customer experience.
In this role, you will be responsible for:
Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
Provide expert technical support on Integrations with different ERPs (NetSuite, QuickBooks, Sage Intacct, etc.), Cards products, and REST APIs while working closely with internal operational teams to ensure seamless customer resolution.
Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions.
Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
Maintain internal documentation and actively contribute to knowledge-sharing across the team.

We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
You will be part of:

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.
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.

Were looking for a visionary Support Engineer Tier 1 to join the our company team. In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our company customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support 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.

A cutting-edge network security solutions provider, is at an exciting time in its history and is growing fast! We cherish the spirit of friendship, growth, excellence, transparency, and perseverance.
We are seeking an experienced Support Engineer to be at the forefront of providing innovative and empathetic technical support to our customers. You will play a crucial role in ensuring customer satisfaction and driving the continuous improvement of our products and services. If you are a technical Support Engineer professional with a passion for working in a fast moving company, building a new support practice, and a challenging problem space in the cybersecurity industry, we invite you to join our team. Together, we can shape the future of network security.
Responsibilities:
Problem Solving: Diagnose and resolve technical issues, providing timely and accurate customer support.
Collaboration: Work closely with cross-functional teams to enhance product functionality and resolve customer challenges.
Growth-Oriented Mindset: Continuously seek to improve your technical skills and knowledge, embracing our culture of learning and personal development.
Quality Focus: Uphold high standards of service, striving for excellence in every customer interaction.
Transparency and Communication: Maintain clear, empathetic, and effective communication with customers and team members.
Perseverance: Tackle complex problems with a can-do attitude, demonstrating resilience in the face of challenges.

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're seeking a Senior Technical Support Engineer.
Responsibilities
Provide technical support to customers
Diagnose and troubleshoot technical problems
Analyze customer inquiries and system logs to identify RCA
Provide guidance to customers
Document technical solutions
Manage ticketing volume and statuses
Monitor production environment
Act as liaison between customers and development teams
Deploy company applications and solution on SaaS and on-premises environments
Collaborate with development teams to define deployment strategies, timelines, and rollback plans
Configure and manage the infrastructure needed for deployments
Implement and maintain automation tools and scripts to streamline the deployment process.

We are seeking a proactive and detail-oriented Customer Success Automation Engineer to join our growing team.
The ideal candidate will have a strong technical background combined with a passion for enhancing customer experience through automation. This role will focus on developing and implementing automated solutions to streamline customer success processes, improve efficiency, and drive customer satisfaction.
Key Responsibilities
Develop and Implement Automation Solutions: Design, develop, and deploy automated workflows to optimize customer success operations.
Process Improvement: Identify opportunities for automation within customer success processes and implement solutions to improve efficiency and customer satisfaction.
Technical Support: Provide technical expertise and support to the customer success team in utilizing automation tools and systems.
Data Analysis: Analyze customer data to identify trends, patterns, and areas for improvement. Use data insights to drive automation strategies.
Collaboration: Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to understand customer needs and develop appropriate automated solutions.
Documentation: Create and maintain documentation for all automation processes and workflows.
Training and Support: Train and support customer success team members on new automation tools and processes.

About PayEm PayEm is revolutionizing spend management with an all-in-one platform that empowers finance teams and employees alike. Our intuitive solution includes corporate cards, custom approval workflows, automated invoicing, ERP -integrated budgets, and more all designed to reduce manual work while maintaining transparency and control. Were a fast-growing startup with a global presence, hundreds of customers, and a mission to reshape the future of finance operations. Join our customer-obsessed team and be part of something big.
 
Advantages:
Bonus Points For:
* Familiarity with key FinTech concepts like payment rails (ACH, SEPA, SWIFT), Reconciliation, KYC and currency/fee management.
* Experience in ERP integrations, or accounting platforms.
* Interest in growing into Tier 3 technical roles or Customer Success.
Why Join Us?
* Be part of a high-impact team supporting world-class customers
* Join a rapidly growing startup in the heart of the FinTech revolution.
* Gain exposure to cutting-edge technology, industry best practices, and top-notch mentors.
* Enjoy a culture of autonomy, curiosity, and innovation we care about your growth as much as you do. If youre passionate about helping customers succeed, eager to solve technical challenges, and excited about joining a collaborative, dynamic environment we want to hear from you.
About The Role:
About the Role Were looking for a Technical Customer Support Engineer whos eager to learn, grow, and support our customers on their journey with PayEm. This is a key role in ensuring technical issues are addressed efficiently and effectively, enabling our customers to succeed while learning the ins and outs of a world-class fintech platform. Youll be the first line of Technical Support, helping troubleshoot product issues, answering customer inquiries, and working closely with Tier 3 support, Engineering, and Product teams to ensure satisfaction and resolution. What Youll Do Be the first responder to technical inquiries via email and ticketing systems, ensuring timely and clear communication. Investigate product issues using available tools (logs, dashboards, backend tools); escalate when necessary. Triage and document reported issues to assess severity and resolution paths. Proactively follow up with customers to ensure resolution and satisfaction. Collaborate with Tier 3 Support, Product, and Engineering teams to close the loop on customer-impacting bugs. Contribute to internal and external knowledge resources (FAQs, troubleshooting guides, documentation). Gain deep familiarity with the PayEm platform through hands-on support and training.

We are looking for a Professional Services Engineer.
As a Solutions Engineer on the Professional Services team, you will work closely with clients to guide them through technical integration and ensure a successful deployment of the platform. This role is ideal for someone who thrives at the intersection of technology and client engagement, with a passion for digital assets and delivering impact.
Lead technical discovery sessions and provide best-practice guidance during integration planning.
Deliver solution design workshops, technical documentation, and hands-on implementation support.
Serve as a trusted advisor to clients, aligning technical strategy with business objectives.
Collaborate with product and engineering teams to shape platform capabilities based on client needs.
Stay ahead of industry trends and emerging technologies in crypto, Web3, and blockchain.
Ensure all solutions adhere to regulatory, security, and operational standards.