דרושים » הנדסה » Support Engineer

Requirements:
5+ years of experience in Tier 2-3 technical support or a similar role, preferably in cybersecurity or networking.
Strong proficiency with Linux systems, command-line tools, and networking fundamentals (e.g., TCP/IP, routing).
Hands-on experience with troubleshooting network protocols, configurations, and deployments.
Knowledge of programming languages like Python, Java, or Shell scripting is an advantage.

Requirements:
10+ years of experience in customer support or technical support roles in a B2B SaaS environment, with 3-5 years in a leadership position within a global team.
Strong understanding of application security and/or DevOps concepts, technologies, and products.
Knowledge of Git and its processes.
Strong troubleshooting and debugging skills.
Proven ability to build, manage, and scale high-performing global support teams.
Excellent leadership, communication, and interpersonal skills.
Demonstrated ability to develop and execute strategic initiatives.
Experience with support technologies and CRM systems, including Zendesk, Jira, and Planhat.
Strong analytical and problem-solving skills.

Requirements:
About you:
3+ Years of Experience: Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Colombia, successfully collaborating across different time zones.
Required Skills:
Troubleshooting and Problem-Solving Skills: Excellent analytical abilities with a strong customer-centric mindset.
Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
Work Environment Adaptability: Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Colombia, demonstrating flexibility and accountability.
Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player.

Requirements:
High level Hebrew speaker both verbal and written.
Provide independent and high-quality responses to our customers via phone and email
Identifying customer needs and helping customers use specific features
Analyzing and reporting product malfunctions
Update our internal databases with information about technical issues and useful discussions with customers
Gather customer feedback and share with our Product, Sales and Marketing teams
Identify process and product inefficiencies, gather feedback, data and examples from customers and agents, and partner with product development organization to deliver innovative and technology focused solutions
Service-oriented personality with a can-do attitude
Detail-oriented and capable of handling multiple responsibilities.
Experience with Zendesk, Google Calendar, Gmail, and Slack a big plus
Strategic, Decisive, collaborative, innovative
Strong problem solving / troubleshooting skills
Familiarity with our industry is a plus

Requirements:
Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).
4+ years of relevant work experience (Network/Security/SaaS Support) - Must.
Proficiency in Active Directory/GPO, Windows, Linux and PowerShell/ Python scripting - Must.
Proven experience in technical support role, preferably in the cybersecurity industry.
Excellent problem-solving and communication skills.
Willingness to learn and adapt in a fast-paced environment.
Strong understanding of network security skills and the ability to work independently and as part of a team.
Commitment to innovation, integrity, and excellence.

Requirements:
As a Pre-sale Engineer, you will be regarded as a company 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. In addition, you will be responsible for delivering a pristine first experience of our company through your technical expertise and willingness to complete onsite activities across our install base, including hardware rack, stack, cable and label, our company software installation, cluster re-location. expansions, and the occasional break-fix request for Israeli customers.
Combined with being highly technical, you are calm under pressure, highly communicative, detail-oriented, and able to assess and resolve unexpected issues that may arise. You are seen as the process owners for the field activities, contributing your expertise to training and runbooks to enable our company partners, as well as company Customer Support.
Key Responsibilities
Overall 3+ years of experience in customer-facing, pre-sale/post-sale positions working with complex IT solutions.
Install, configure, test, and troubleshoot the company solution in customer environments, ensuring it is fully operational and meets performance standards.
Collaborate with internal teams to provide input on product development and process improvement.
Maintain up-to-date knowledge of industry trends, emerging technologies and best practices related to AI and storage.
Stay current and knowledgeable of the latest company software releases.
5+ years of experience in a similar technical role, with expertise in data storage technologies, such as SAN, NAS, DAS, and cloud storage.
Demonstrated experience in designing and implementing data storage solutions in complex environments.
Familiarity with virtualization and containerization technologies, including VMware and Docker.
Familiarity with Networking, switch configuration and troubleshooting.
Excellent analytical and problem-solving skills.
Strong customer service skills, with the ability to work collaboratively with customers and internal teams.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Strong written and verbal communication skills.
Ability to safely lift 65-90 lbs.
MS or B.Sc. in CS, CE, EE or related fields.

Requirements:
Minimum Qualifications:
Proven ability to manage tasks independently while also collaborating effectively with cross-functional teams (Customer Support, CSMs, Development, etc.).
Native or Fluent Hebrew and Professional English proficiency (both written and verbal) with exceptional communication skills.
Minimum of 1 year of experience in a customer-facing technical support role within an interactive and fast-paced environment.
Demonstrated ability to multitask effectively and prioritize workload in a dynamic setting.
Strong organizational skills and meticulous attention to detail.
Critical thinking and proactive problem-solving abilities.
High School diploma or equivalent.
Native fluency in English and Hebrew.

Bonus Points:
Computer Savvy experience with CRM, Zendesk, Jira, Hubspot, and Confluence preferred.
Call center experience is a bonus!
Field Service Business Exposure.

Requirements:
Able to work independently from our regional office.
Experience in a customer-facing role in a global B2B environment.
Strong troubleshooting skills using logs, tools, and structured thinking.
Proficiency with: Postman, Kibana, Jira, Confluence, HubSpot or other CRM systems.
Solid understanding of API integrations and bug tracking/reporting tools.
Excellent written and verbal English skills.
Great technical documentation and communication abilities.
Ability to work well under pressure in a fast-paced environment.
Experience in payments or fintech Big Advantage.

Requirements:
Technical Skills:
Deep technical expertise: Proven ability to troubleshoot and resolve complex technical issues.
System administration: Advanced knowledge of Linux based operating systems, networking, database management systems, virtualization, containerization technologies, kubernetes, docker swarm
Automation and CI/CD: experience with CI/CD tools like Jenkins, Gitlab, Github, Bitbucket and automation tools like Ansible, Terraform
Scripting: Proficiency in Python, Bash
Cloud platforms: Experience with AWS, Azure, GCP is preferred.
Security: Understanding of security best practices and ability to address security-related issues.
Experience:
Proven track record: Minimum of 8 years of experience in technical support roles.
Escalation management: Experience handling escalated issues and coordinating with other teams.
Process improvement: Ability to identify process inefficiencies and implement improvements.
Documentation: Strong documentation skills to create clear and concise knowledge base articles.
Additional Requirements
On-call availability: Ability to work flexible hours
Tool proficiency: experience working with Ticketing applications as JIRA, ServiceDesk, Zendesk, Freshdesk, Salesforce. Experience working with monitoring tools like Grafana, Prometheus, Zabbix etc
Language proficiency: English.
Bachelor's degree in computer science, information technology, or a related field or equivalent work experience.

Requirements:
3+ years of experience in an L2 support role.
Solid knowledge of databases, query optimization, and dashboard creation using Snowflake, SQL, and data visualization tools
Strong understanding of cybersecurity concepts, threat detection, incident response, and security best practices in Web3 environments
Working knowledge of networking concepts, including TCP/IP, DNS, VLANs, VPNs, and network troubleshooting methodologies
Proven troubleshooting abilities, analytical thinking, and systematic problem-solving approach for complex technical issues
Excellent written and verbal communication skills for technical documentation, customer interactions, and cross-team collaboration.