דרושים » מחשבים ורשתות » Technical Support Specialist

We are looking for a Technical Support Specialist to deliver advanced assistance for our software products.
Key Responsibilities:
Investigate and resolve second-level technical incidents
Perform in-depth troubleshooting and identify underlying issues
Support customers through phone, email, and other communication channels
Work with R&D and engineering teams on system-level problems.
This is a full-time position, 9:00-18:00.
The role is hybrid, offering flexible and convenient working hours.
Our offices are located in central Israel.

we are a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery Storage, backup systems, EV charging, and complete home energy management ecosystems. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive. The Technical Solutions team serves as the final escalation point within the Technical Support organization and acts as the primary interface with R&D, Quality, Product Management, and Engineering. Technical issues - both hardware and softwarethat cannot be resolved by Tier 1 and Tier 2 support teams are escalated to the Technical Solutions experts located across our global sites. As a Technical Service Engineer - Tier 3, you will troubleshoot and resolve the most complex and challenging technical issues. Location: Herzliya or Modiin. What youll be doing:
* Work closely with R&D and Product teams to resolve complex technical issues escalated by the global service organization.
* Participate in product definitions, testing, validation, and integration activities.
* Investigate and analyze data from the companys large-scale installed base.
* Continuously improve the technical knowledge of junior Support Engineers by conducting weekly trainings, reviewing escalated cases, and teaching troubleshooting methodologies.
* Provide product training and mentorship to junior Support Engineers.
* Create, update, and maintain troubleshooting procedures and technical knowledge base articles; ensure these are shared with the entire Support organization.
* Ensure all customer-facing support levels remain up to date with troubleshooting processes, technical know-how, and product enhancements by collaborating closely with R&D, Q&R, and Product teams.
* Provide on-site support and training to global customers when required.
* Maintain and manage product environments used by the Customer Support organization.
* Serve as the primary escalation point for Tier 3 issues raised by Tier 1 and Tier 2 support teams worldwide.
* Ensure customer and partner inquiries are handled professionally, within established SLAs, delivering high-quality Technical Support and customer care.

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions.
This role is more than just troubleshooting-it's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

We are looking for a high-energy, driven Support Engineer to join our organization! KMS Lighthouse is an industry leader in knowledge management, working with Fortune 500 enterprise-level customers. If you’re interested in the intersection of technology, innovation, and knowledge, this is the place to be. The Support Engineer will work as a Support Engineer for our Support team and represent KMS Lighthouse as the professional authority in ongoing work with the technical factors from the client’s side.

Responsibilities:

* Serve as a primary technical support contact for enterprise customers.
* Receive, triage, investigate, and resolve support tickets.
* Perform in-depth troubleshooting of application, system, and infrastructure-related issues.
* Work closely with Development and DevOps teams on incident resolution and root cause analysis.
* Participate in onboarding, upgrades, and business continuity events.
* Conduct live troubleshooting sessions with customers.
* Maintain documentation of issues and resolutions.

Benefits:

* Experience supporting SaaS-based products.
* Basic to intermediate infrastructure and networking knowledge.
* Database familiarity.

We are looking to hire a technologically savvy Technical Support expert at TITAN, who has extensive experience with Salesforce. In this role, you'll be the go-to contact for responding to clients and providing support for the TITAN products. This role is an integral part of the customer experience journey.

Responsibilities:
Provide personalized support via various channels (Slack, Salesforce).
Manage the ticketing system for our products.
Diagnose and resolve technical issues related to our products.
Educate customers on features and best practices.
Escalate unresolved issues to the solutions and CS team or relevant departments.

Who are we? PlaxidityX is a global leader in the automotive Cyber security industry. We protect drivers & manufacturers from cyber attacks on their vehicles. We use top notch technology & have several products for inside & outside the car. Our growing team is built of talented thinkers and we are always looking for more!
Why PlaxidityX?
* You can be part of a leading company in the automotive industry
* You can help save lives
* You can work with cool challenging technology
* You can make an impact & help change the world Key Responsibilities: We are seeking a great team player with positive energies, to join our IT team! During this role, you will play a crucial role in:
* Ownership of Onboarding/Offboarding: Lead and manage the IT aspects of employee onboarding and offboarding processes, ensuring seamless transitions for new hires and departures.
* IT Support Management: Actively monitor and promptly address IT support requests through the ticketing system, email, phone, and in-person interactions to ensure quick and effective issue resolution.
*  Technical Support : Install, configure, and troubleshoot a range of systems including laptops, printers, operating systems (Windows, macOS, Linux ), servers, meeting rooms, and telephony equipment.
* Security and Maintenance: Perform regular maintenance and security tasks, including system patching, updates, upgrades, and backups, to uphold a secure and efficient IT infrastructure.
* User and License Management: Oversee user account administration and software license management to maintain compliance and optimize resource usage.
* IT Asset Management: Manage the IT asset inventory with precision, ensuring accurate tracking, reporting, and lifecycle management.
* Issue Resolution Follow-Up: Ensure IT issues are thoroughly resolved by following up with employees and providing any additional support as necessary.
Advantages:

* Software and Tools Experience: Proficient in using and managing Google Workspace, JumpCloud, and Slack.
* Networking Knowledge: Solid understanding of networking and web protocols, including TCP/IP, UDP, IPsec, HTTP, and HTTPS.

we are now searching for a Technical Support Engineer to join our Customer Support team.
The Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily. He or she also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap.
As a member of a small and dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects.
We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and doing what it takes, to contribute to quick growth.
What You Will Be Doing:
Customer Issue Management:
Review and prioritize the queue of open tickets, ensuring timely resolution of each issue.
Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
Investigate and research customer-reported issues, striving to recreate and resolve them promptly.
Collaborate with internal departments, such as Product Development, Finance, Legal, etc., as needed to address customer requests in a coordinated and efficient manner.
Provide responsive phone and chat support to address customer queries and concerns.
Documentation and Reporting:
Ensure comprehensive documentation of all customer interactions, updates, and resolutions in the ticketing system.
Maintain proper attributes and tags for tickets, facilitating efficient tracking and reporting.
Create and update customer-facing knowledge base articles to aid in issue resolution and self-help for customers.
Continuous Improvement.
Proactively enhance technical knowledge and proficiency in products.
Collaborate with cross-functional teams to contribute insights and feedback for product improvement.

we are seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers.
You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.
Responsibilities:
Customer Support:
Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:
Develop and maintain in-depth knowledge to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:
Contribute to the development of documentation to streamline support processes.

we are looking for a service-oriented Service Desk Specialist with high hands-on technical knowledge level to be part of the growing DRS RADA Technologies IT Services Team in Beit Shean. The Team provides IT support to DRS RADAs employees, responsible for user's equipment, accounts and more.
* Provide end-user support, resolving technical issues and provides technical assistance.
* Respond to requests for technical assistance (in person, via phone, email and ticket support center).
* Basic troubleshooting of the local office network switches, access points and printers.
* Install and troubleshoot end user equipment, software, hardware, multimedia, and telecommunications systems.
* Users, Groups, and Permissions management across all company systems/services.
* Monitor and work with the Help desk support ticketing system (Freshservice).
* Develop and maintain automation scripts to streamline IT processes (Batch, PS & Python ).
* Create knowledge base articles and documentation on implemented solutions and system configurations.
* Provide software and hardware technical assistance.

As a Support Engineer, you will be an integral part of our elite technical support organization, collaborating with a global team of experts across Engineering, QA, Security, and Product Support.

In this role, you will leverage a diverse skill set, including:
Serve as a trusted technical advisor, ensuring customer satisfaction and solution effectiveness.
Communicate clearly with both technical and non-technical stakeholders.
Document solutions, procedures, and known issues for internal and customer use.
Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.