דרושים » הנדסה » Senior Technical Support Engineer (Prisma Cloud)

We are looking for a bright Tier-1 support engineer to provide enterprise-level technical support to our customers via chat, email, and other channels as required.
Responsibilities:
We obsess about our customers. Establish and maintain customer loyalty by providing support above and beyond their expectations.
Take ownership of customer issues reported, see problems through to resolution, and escalate irregular events to Tier 2 support engineers.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support and overall experience at all times.
Educate and assist other departments within regarding systems, tools, processes, and customers request resolutions.
Create documentation in the form of knowledge base tech notes and articles.
The position requires on-calls availability from time to time.

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at our company.

If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.

Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

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.

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.

GeoEdge is a global leader in ad security and quality solutions, trusted by top publishers, app developers, and ad platforms worldwide. Our mission is to keep the digital advertising ecosystem safe and transparent, ensuring users everywhere enjoy a clean and trustworthy online experience. We’re expanding our Support Team and looking for a Support Engineer with a strong technical mindset, excellent communication skills, and a passion for solving problems and helping customers succeed. As a Support Engineer, you will act as the technical point of contact for our clients - investigating complex issues, managing escalations, and working closely with our R&D and Product teams. You will be part of a friendly and professional team based in Tel Aviv, supporting customers around the world. Responsibilities
* Resolve incoming client issues via email, chat, and Zoom/Meet within defined Service Level Agreements (SLAs).
* Investigate and analyze client requests by utilizing available tools, databases, and logs to identify root causes and recurring patterns.
* Manage and prioritize support tickets using Jira (or similar systems), focusing on the most impactful cases and ensuring timely updates to customers.
* Collaborate closely with R&D and Product teams to troubleshoot and resolve complex or escalated issues.
* Escalate critical or complex cases to Tier 3/R&D teams with clear and detailed documentation.
* Maintain accurate records of issue statuses and provide updates to clients and management when necessary.
* Contribute to internal documentation, knowledge bases, and best practices to enhance Support processes.
* Uphold customer service guidelines and ensure a high level of customer satisfaction, representing GeoEdge’s customer-first approach.
* Participate in weekly stand-up meetings and report on open cases and progress.

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

We're looking for an experienced Technical Support Team Lead to grow our support team responsible for one of most critical platforms. This platform powers secure financial features used daily by millions of customers. Your team will handle escalations, investigate production issues, and work closely with engineering and product to keep systems running smoothly. You'll define support workflows, lead incident response, and dive deep into infrastructure to solve complex problems. This is a hands-on technical leadership role for someone who excels in high-ownership environments and knows how to balance immediate response with long-term improvements. What will you do?

Lead a team providing Tier 24 technical support for internal and platform-facing services.
Define support processes and escalation paths that allow the team to operate quickly and efficiently.
Collaborate with product, engineering, and support teams to troubleshoot and resolve incidents.
Act as the first point of contact during outagesevaluate impact, coordinate the response, and ensure fixes are completed.
Develop tools and dashboards to enhance visibility into system health and performance.
Review incoming issues, prioritize them, and ensure prompt responses.
Guide escalations to the right teams and provide support where needed.
Use automation and monitoring tools to detect and address issues before they affect customers.
Run post-incident reviews to improve incident detection and handling.
Help prepare systems and teams for new feature launches by setting the right monitoring and alerting.

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's data management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless company ronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.

We are looking for top-notch Developer Support Engineers, to be partners rather than just employees and be the technical focal point for our company customers.
Besides a wild ride and a lot of learning, well leap your career forward!
The position is located in Netanya
As an Experienced Developer Support Engineer at our company you will...
Troubleshoot and Investigate complex customers CI/CD scenarios and provide innovative solutions for their requirements
Develop scripts in Bash, Python, Groovy for debugging and automating
Set up our company applications and 3rd party products in various development environments
Analyze log files, thread dumps, HTTP traffic, JVM and OS parameters
Reproduce customer scenarios and fill relevant bugs/features
Maintaining and improving a knowledge base of known issues and solutions
Integrate and collaborate with our companys R&D, QA, Release and Sales teams
Ability to work in flexible hours and weekends while needed.

Required Manager, Technical Support Engineer - Tier 3
Tel Aviv
Excited to lead a global team of experts and solve the toughest technical challenges?
As a Manager, Technical Support Engineer, you'll head our Tier 3 support engineering team, the final escalation point for the most complex issues before they reach R&D. You'll empower your team to provide swift and effective resolutions, partner closely with R&D, Product, and GTM teams, and drive process improvements that impact our most important customers.
As a Manager, Technical Support Engineer - Tier 3, you will:
Lead and Mentor: Manage and develop a global team of highly skilled Tier 3 Technical Support Engineers. You will provide technical mentorship and performance feedback to ensure your team's continued growth and success.
Drive Technical Resolution: Oversee daily operations, ensuring your team effectively troubleshoots and resolves complex escalated issues that Tier 1 and 2 support cannot handle.
Act as an R&D Liaison: Serve as the primary point of contact for all high-priority escalations. You will integrate the technical data from your team with the customer context from our GTM teams to provide a complete picture to R&D, allowing them to focus on diagnosis and resolution.
Proactive Issue Management: Systematically identify recurring issues or "themes" across all incoming escalations. You will partner with the R&D team to define and execute action plans to reduce bug volume and improve overall product quality.
Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of our technical escalation workflow.
Incident Management: Lead and coordinate the response to major technical incidents, ensuring a structured approach to problem-solving and communication across teams.