דרושים » תוכנה » Global Support Manager

Requirements:
* Minimum of 5 years of experience in Technical Support or IT-related roles, in a global environment, including vast knowledge with Kubernetes, cloud, Big Data domains with high scale products.
* At least 2 years of experience in a leadership or supervisory role within a global Technical Support environment.
* Strong knowledge of operating systems, networks, and software applications.
* Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
* Proficient in customer service principles with a strong focus on client satisfaction.
* Effective communication and interpersonal skills to lead and motivate a global team.
* Experience with ticketing systems and remote support tools.

Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field.
6-10 years of experience in a technical support role for SaaS software.
Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
Knowledge of Git and its processes.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced environment and handle multiple priorities.
Proven track record of delivering exceptional customer support.
Experience working with APIs
Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g. Grafana) for identifying and resolving issues.
Experience using a support ticketing tool (i.e. Zendesk)

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:
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:
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:
5+ years in a Tier 3 technical support role, ideally in a SaaS or infrastructure-focused environment.
Cloud Platforms: Familiarity with AWS, GCP, or Azure, including foundational services like EC2, IAM, and networking.
Kubernetes: Solid understanding of container orchestration concepts and Kubernetes basics (pods, deployments, Helm charts, services, logs, troubleshooting).
Scripting and Configuration: Ability to read and understand code written in languages such as Bash, Java, or Python, and interpret structured formats like JSON and YAML.
Infrastructure as Code (IaC): Working knowledge of Terraform - understanding how infrastructure is defined, deployed, and managed.
API Familiarity: Comfortable using REST APIs via tools like Postman or curl for basic testing and debugging.
Monitoring & Logging: Exposure to observability tools such as Datadog, Dynatrace, New Relic, or similar (e.g., viewing logs, identifying performance issues).
Ticketing Systems: Hands-on experience with platforms like Zendesk, Freshdesk, or Jira Service Management.
Excellent communication skills in English, both written and verbal.
Provide on-call coverage: Participate in weekend on-call rotation (approximately once every 6 weeks) to ensure continuous customer support for critical issues.

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.

Requirements:
Experience: 5+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
Excellent written and verbal communication skills
Experience troubleshooting complex Network issues
Proficient in Web Protocols, HTTP, HTTPS, TLS
Expertise in Windows troubleshooting
Comfortable with usage of tools such as Wireshark or chrome developer tools and ability to isolate issues related to OS / Network security layer
Nice to have:
Expertise in troubleshooting additional OSs (Linux, MacOS, iOS or Android)
Multi-vendor Zero-Trust Network access vendor experience (PANW, Cisco, Checkpoint, IPS / IDS systems, IdPs)
Experience as an Enablement Engineer or an Escalations Engineer is a plus
Scripting skills (JS/Python/Powershell) are a plus.
Experience training internal technical teams
Familiarity with Browser Architecture.

Requirements:
5+ years of experience in B2B SaaS technical support at a Tier 3 level (or a similar role) for international customers must
Strong expertise in network protocols, VPNs, and troubleshooting must
Experience with software debugging, log analysis, and scripting (Python/Bash) must
Excellent communication skills and ability to work in a fast-paced, team-oriented environment must
Experience with Linux, SaaS environments, cloud environments, and networking technologies strong advantage
Familiarity with IPsec protocols, VPN tunnels, Wireshark, and BGP advantage
Highly customer-oriented, with a focus on customer satisfaction beyond just technical resolution
Self-motivated and capable of quickly learning new technologies
Ability to multi-task and work independently under pressure.

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.