דרושים » תוכנה » Technical Account Manager Team Leader

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.), our company 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.
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.
Technical Excellence

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
Serve as a technical escalation point within the Global Support Team
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.

We are seeking a seasoned Product Manager to join our growing Product team , a leading Startup in Application Security. The ideal candidate will have a deep understanding of development practices, a passion for security, and a proven track record in product building within the tech industry. This role involves working closely with cross-functional teams to drive the vision, strategy, and execution of our SAST offering.

Key Responsibilities:

Product Strategy & Vision: Develop and clearly communicate the product vision, strategy, and roadmap for our SAST solutions, ensuring they align with both our companys objectives and evolving market demands within our broader Application Security platform.
Stakeholder Collaboration: Work closely with engineering, design, marketing, sales, and customer success teams to deliver high-quality products that meet customer needs.
Market Research & Analysis: Conduct thorough market research, competitive analysis, and customer feedback sessions to inform product direction and identify new opportunities.
Development Practices Integration: Leverage your deep understanding of software development practices to ensure that our security solutions are developer-friendly and integrate seamlessly into existing workflows.
Feature Prioritization: Prioritize features and enhancements based on customer feedback, market demand, and technical feasibility. Make data-driven decisions to optimize product outcomes.
Product Lifecycle Management: Oversee the entire product lifecycle from ideation to launch, ensuring timely delivery of product milestones and continuous improvement post-launch.
Go-to-Market Strategy: Collaborate with marketing and sales teams to develop effective go-to-market strategies, including product positioning, messaging, and sales enablement materials.
Customer Advocacy: Act as the customer's voice, ensuring their needs and pain points are addressed throughout the product development process.
Performance Monitoring: Establish and track KPIs to measure product success and guide future development efforts.
Risk Management: Identify potential risks and challenges within the product development process and proactively develop mitigation strategies.

We are looking for an experienced Product Manager to lead our SW product development efforts. In this role, you will work cross-functionally to collect inputs from the market (research, customers and internal sources) and guide R&D Software, Firmware, Post processing and DSP teams from conception to launch, ensuring alignment with our business strategy and customer needs. You will be responsible for driving innovation and managing the product lifecycle. The ideal candidate will have a strong development background, experience working in fast evolving startup environments and agility.

This is a hands-on role: youll deep dive into product technical details, focusing mainly in bound activities, work with R&D teams to prioritize, while maintaining our customers needs and meeting their requirements.

Responsibilities
Lead the strategy, and execution of the software, firmware, post processing and DSP products, ensuring it aligns with our overarching business goals.
Serve as the voice of the business, ensuring the product team delivers measurable KPI and meets market and customer demands.
Partner closely with stakeholders in R&D, and business teams to align product development with business objectives.
Collaborate & prioritize with R&D teams to deliver high-quality perception Radar-AI based products.
Partner closely with the customer management to collect inputs from customers and communicate our offering to the customers.

Were looking for a Product Manager to lead our Kubernetes Security Posture Management (KSPM) domain. This is a high-impact role, in which youll lead the development and go to market strategy for our cloud security solutions. Translate customer needs into product roadmap and requirements, collaborate on feature launches with engineering and design teams, and ensure success through marketing, customer success and sales efforts.
On a typical day youll
Product Strategy and Roadmap
Own the product vision, strategy, and roadmap for Orcas KSPM offering.
Conduct in-depth market research and competitive analysis to identify customer needs and opportunities for product improvement and expansion.
Define success metrics and ensure the product meets customer expectations and needs.
Collaborate with marketing, sales, and customer success to enable go-to-market strategies and drive adoption.
Prioritize features based on market, customer, and business objectives.
Product Development
Work closely with our engineering and design teams to translate product requirements into actionable specifications and deliver high-quality features.
Collaborate with marketing and sales teams to develop messaging, positioning, and go-to-market strategies.
Track and analyze product performance metrics, identify areas for improvement, and iterate on the product based on data and feedback.
Customer Advocacy
Engage with customers and prospects to validate concepts, gather feedback, and ensure alignment with real-world needs.
Act as the voice of the customer within the organization, advocating for their needs and ensuring a customer-centric approach to product development.
Conduct product demos and presentations to customers and internal stakeholders.

We are looking for an excellent and experienced Product Manager to lead the evolution of our information systems. As a Product Manager, you will own the product vision and roadmap of solutions that empower employees, partners, and customers, streamline processes, and accelerate scale.

Responsibilities:

Establish a shared vision for IS products across the company while collaborating with cross functinal teams (R&D, IS, Logistics, Business Operations, Sales, Marketing, and executive leadership).
Establish a shared vision for business and partner-related products across the company while collaborating with cross-functional teams (R&D, IS, Logistics, Business Operations, Sales, Marketing, and executive leadership).
Gather requirements and perform feature discovery with internal teams, channel partners, and customers to align on product needs.
Prioritize and make critical decisions regarding features to meet business requirements.
Break down strategic product goals into actionable epics and user stories, oversee their execution with internal development teams and external partners, and ensure timely delivery.

As an Product Enablement Manager on the Professional Services group in our Tel-Aviv Office, youll work closely with our Engineering and Product teams, act as a knowledge hub and actively deliver exceptional new products to our global Professional Services group and customers.
How youll make an impact:
As a Product Enablement Manager, youll bring value by:
Play a pivotal role in the product lifecycle and its roadmap.
Work closely with our companys Engineering and Product teams on enabling new features for scale.
Take end-to-end ownership of new products and features.
From the support perspective, this includes training, creating/updating knowledge base articles, and other internal communication.
From the product perspective, it includes implementation, integration, documentation, scaling, and effectively communicating to all stakeholders.
Create and Maintain new product documentation and training for Professional Services and business teams, including creating/updating knowledge base articles.
Handle highly complex technical escalations coming from Professional Services and consult on complex implementations/issues coming from clients. This may require close dev to dev calls with clients Engineering teams.
Serve as a knowledge hub on features and our company products and ensure support issues are resolved meticulously.
Create and lead support improvement processes across the company.
Technically contribute to product maturity and scale by creating scripts, tools, and processes, as well as developing tools, processes, and automation for internal and external stakeholders.
Lead, manage, and execute cross-company technical projects and product improvements. Be willing to take on any challenge or role in the project, including hands-on contributions.
Track product performance, analyzing the quality of service (delivery/support) to our clients.

As a customer support engineer at Windward youll be working with multiple and different B2B and B2G customers in the Insurance, commercial, governmental sectors and supply chain . Your main responsibilities will be to maintain customers SLA, investigate and resolve technical issues and achieve high customer satisfaction. Youll be doing that by promoting customer requests and analyzing and personalizing the companys solutions to the customer needs.



Responsibilities:

Investigate complicated customer complaints up to root cause solutions.
Escalate, investigate, and resolve Tier 1\2 level customer queries.
Act as a consultant and offers solutions for customers problems
Track and manage your work record until resolution
Work with all R&D groups, CSM and product management
Build and maintain support tools and knowledge base
Training & Project management skills 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.

unified payments, payouts and fintech on one worldwide platform, and were assembling the worlds best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at are limitless. We believe in straight talk, quick decisions, strong execution and elegant solutions. is where hard work pays off and careers take off. Join us and lets build the future of fintech together. Get the tools to grow globally at Follow: Blog Insta LinkedIn twitter As a Technical Support you will:
* Handle customer requests professionally, maintaining SLAs and high satisfaction rates
* Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.)
* Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions
* Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk
* Communicate clearly and empathetically with customers via HubSpot, phone, and email
* Verify functionality in Sandbox and Production environments to support accurate issue resolution
* Document solutions, best practices, and contribute to the internal knowledge base
* Support and guide Tier 1 agents, acting as their escalation point
* Assist with the onboarding and training of new Tier 1 agents