דרושים » מחשבים ורשתות » Customer Support Agent

We are looking to fill a vital role in our Customer Support Engineering team that is pivotal to the success of our customers' accessibility efforts. As part of the team, you will work directly with customers, solving complex technical issues in our own products and related technologies. You will manage cases, reproduce issues, file bugs, devise and implement workarounds, monitor self-service support channels, and create and improve knowledge content. This is a chance to have a real impact, by working closely with Sales, Engineering, Product teams, partners and more to improve our products and ensure the success of our customers.
You will be joining a team of highly professional and innovative support, solution engineers and technical account managers that are driven by passion for the domain and the mission of the company.
Your Impact:
Provide expert technical support to our enterprise customers, resolving complex issues and ensuring seamless implementation of our accessibility tools via tickets and occasional meetings.
Educate and empower customers by creating code/framework examples and documentation.
Collaborate with engineering and product teams to escalate bugs and customer-requested feature enhancements.
Contribute to internal knowledge bases and processes, streamlining support workflows and enhancing team efficiency.
Manage a personal queue of support tickets, prioritizing issues based on urgency and business impact.

As the Technical Support L2 Engineer, based in Tel Aviv, you will have the unique opportunity to build and scale our L2 support function from the ground up and be a part of the Blockchain security future . Reporting to the Head of Customer Support, you will help our customers with their most pressing issues, protecting end-users from being scammed, creating real impact.

This role is meant for a true builder. As the first hire, youll be a major player in building the support process for cutting edge new Blockchain security products, becoming subject matter expert and trusted advisor for our customers, engaging directly with our engineering and product team, and learning our product directly from them.

Your Chain of Impact:
Provide expert-level technical support for our applications, diagnosing and resolving complex issues with aggressive resolution times.
Analyze sophisticated problems related to system performance, configuration issues, API integrations, Web3 security threats, and blockchain-related incidents.
Monitor system performance metrics, API health, and security incident alerts.
Serve as the primary point of contact for escalated customer issues, maintaining clear communication with stakeholders.
Coordinate with Engineering, Product Management, and Field Services teams to resolve complex technical challenges.
Identify opportunities for the support team to take on additional responsibilities and develop subject matter expertise.
Create and maintain comprehensive playbooks, troubleshooting guides, and internal documentation.
Develop tools and automation to improve support efficiency and reduce resolution time.
Maintain strict compliance with security policies and procedures, particularly when handling sensitive customer data.

Were looking for an experienced, strategic, and hands-on Head of Support to lead our global customer support organization . You will own all post-sale customer support operations, ensuring every interaction reflects our commitment to excellence, speed, and customer success. Youll be the key link between our customers, the CS organization, product, and development teams ensuring the Voice of the Customer (VOC) is heard and acted upon.

Youll manage a global support team (including team leaders), set the vision, drive the agenda forward, and make sure our support function is a true competitive advantage.

Key Responsibilities

Strategic Leadership

Define and execute the global support strategy aligned with customer experience goals.

Own and improve CSAT, response times, resolution times, and other core support KPIs.

Represent customer needs in product and engineering discussions (VOC).


Operational Excellence

Lead, mentor, and develop the global support team leaders and their teams.

Set clear performance standards and hold the team accountable for results.

Own hiring, onboarding, and performance management for the support function.

Implement scalable processes, tools, and automations to improve efficiency and quality.

Cross-Functional Collaboration

Work closely with Customer Success to ensure seamless handoffs and a unified customer journey.

Partner with Product and Development to escalate, track, and resolve complex customer issues.

Provide structured customer feedback to influence product roadmap and feature prioritization.

Culture & Team Development

Foster a culture of customer obsession, problem-solving, and continuous improvement.

Develop career growth paths for support team members.

Promote collaboration across geographies and time zones.

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 of Cycode 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.

As a Community Associate, youll be the primary point of contact for the Community and act as the face ! You will report to your building each day to support the Community Management team to achieve the following:
Build a welcoming and collaborative community environment amongst our members through events and building relationships between members!
Ensure that your building is fully operational and processes are running efficiently.
Drive growth and promotion of WeWork-provided service offerings.
Take direction from the Community Lead and the Community Manager to support the Community Team and members as necessary.
All of this while illustrating core values and working towards achieving our mission.

In this role, your responsibilities will Include, but wont be limited to:
Front Desk Management:
- Cover the front desk during the buildings set business hours and be an on-site point of contact, easily located on the member floor or at Community Bar.
- Greet members and guests with a warm and welcoming demeanor.
- Ensure all visiting guests are in accordance with guest policy by ensuring all guests properly sign-in via Welkio iPad.
- Learn the names of members and guests with the goal of building relationships in order to facilitate the sense of Community is known for.
- Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
- Ensure building Specific forms are up to date including pet forms, filming requests, bike room requests, etc.
- Keep the front desk clean and organized.
- Notify members of any food deliveries and couriers.
- Answer any questions from members and guests related to the building including way-finding, policies and procedures, community etiquette, etc.

We are looking for a passionate and experienced Help Desk Team Lead to join our global IT team! If you have a strong background in end-user support, leadership skills, and a drive to improve service delivery and efficiency, wed love to hear from you.
In this position, you will lead a regional Tier 1 support team, drive KPIs, optimize daily operations, and implement service improvements while maintaining a hands-on approach.
Key Responsibilities
Manage 610 Tier 1 Help Desk agents supporting IL, EMEA, and APAC regions
Be onsite at least 4 days a week
Own the Help Desk KPIs (e.g., resolution time, response time, reopen rates)
Ensure high-quality support via phone, portal, chat, and walk-in
Monitor ticketing queues and drive performance against SLA
Work closely with HR, IT Ops, and Security on user lifecycle processes
Oversee knowledge base creation, documentation, and training
Support both Windows and Mac OS environments
Drive onboarding and offboarding operational excellence
Conduct regular 1:1s, feedback sessions, and cross-training within the team
Participate in planning and implementing automation and AI solutions for Tier 1
Provide hands-on support when needed, especially in peak or crisis situations.

As part of the role you will have the opportunity to:
Proactively manage a portfolio of customers to deliver consistent value across the entire lifecycle, driving adoption and growth
Manage the onboarding of new customers and translate the customers Desired Outcomes into an implementation plan that will provide value in a timely fashion
Be the product expert and trusted advisor that your customers can go to for guidance on maximizing value platform
Train customers to use products effectively
Make sure all customer issues and requests are handled in a timely manner while working in collaboration with all relevant teams (Product, R&D, Sales and Marketing)
Maintain high levels of customer engagement, including regular account reviews and performance planning
Build strong relationships with stakeholders and drive customer advocacy through case studies, referrals, and references
Actively communicate internally to address customer needs and challenges

Were looking for a talented IT Support Specialist to join our growing IT team and support IT activities, provide services to employees and be involved in planning and implementing IT projects.
Responsibilities:
Act as the primary contact for IT-related inquiries and resolve technical support requests through in-person interactions, email, and ticketing systems.
Diagnose and resolve complex hardware, software, multimedia, network, and security issues with advanced troubleshooting.
Fully support, configure, maintain, and optimize end-user equipment and IT infrastructure, including systems and networks.
Oversee IT aspects of employee onboarding/offboarding, utilize automation to streamline processes, and manage devices across sites using MDM for synchronization and security.
Identify urgent technical issues, escalate as necessary, and collaborate with technical teams to ensure effective IT operations.
Provide clear guidance, training, and support, acting as an internal tech consultant to enhance user experience.
Implement and maintain IT best practices by evaluating and adopting new technologies to enhance process improvements and IT capabilities.

Were looking for a highly motivated Project Manager who is passionate about innovating on behalf of our internal customers. This individual will play a critical role in defining and executing projects related to tools, processes, and data. The ideal candidate will work closely with support leadership and other departments within the company to understand the evolving needs of our global support organization. Additionally, this role will ensure the proper utilization of provided solutions through rigorous quality assurance processes.
This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and security cloud platform, and is on a fast track to becoming the worldwide market leader dont miss it!

Responsibilities:
Define, plan, and execute projects focused on enhancing tools, processes, automations, data, and reporting.
Collaborate with cross-functional teams to understand needs, gather requirements, and deliver on objectives to ensure alignment and integration of projects.
Work with software engineers and documentation specialists within the team to deliver tasks and projects.
Monitor project progress and make necessary adjustments to ensure timely and successful completion.
Implement quality assurance processes to ensure solutions are effectively utilized by the support teams.
Conduct regular reviews and audits to identify areas of improvement and ensure adherence to best practices.
Develop and maintain reporting frameworks to track key performance indicators and operational metrics.