דרושים » הנדסה » Technical Support Team Lead

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 key player in the fleet mobility industry, we need service-oriented, self-motivated individuals with excellent organizational skills and a willingness to learn new technologies.

This is a fast-paced role where providing top-tier technical support is essential. You'll also play a key role in sharing product feedback based on client pain points and contributing to various initiatives that drive our growth.

The position is shift-based and requires work during weekends.

What You'll Do

Serve as the frontline technical problem-solver for high-value enterprise customers, diagnosing and resolving complex product issues under pressure
Apply advanced troubleshooting techniques to tackle challenging technical problems when standard solutions fail
Master entire product ecosystem and continuously expand your technical knowledge to stay ahead of evolving features
Collaborate directly with Product and R&D teams to investigate critical bugs, escalate urgent customer pain points, and influence product development
Take part in customer meetings, help with integrations, and dive deep into real-world use cases to understand exactly how our solutions are being implemented with our products.
Provide expert guidance on product configuration to optimize performance for each customer's unique environment

We are looking for a Global Support Manager.
Key Responsibilities:
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 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 a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, our company uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, our company delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, our company ensures end-to-end, cost-effective cloud infrastructure protection. At our company, youll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.
Were looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. Youll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.
Responsibilities
Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
Create and update support documentation while logging all interactions in the support system.
Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

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

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.

we are looking for a fast learning, motivated individual to join our Product Experience team in R&D. If youre passionate about technology and problem solving, but are also a great communicator, wed love to chat with you. This role is a great opportunity to expand your technical skillset and work directly with our Software Engineers to support a wide range of customer use cases on a variety of web-based platforms.
What will you actually be doing?
Analyzing and researching customer use cases and processes in web applications.
Monitoring Production logs in our Backoffice system to identify and proactively address potential issues.
Implementing solutions that will scale to millions of users.
Advancing the world one step closer to Artificial General Intelligence.
Working closely with Software Engineers, Product Managers, Professional Services, Customer Success and Support to ensure the ongoing success of our customers.
Proactively thinking of new and innovative ways to provide our customers with an outstanding product experience.
Creating internal documentation and resources to share knowledge within the organization.
Serving as an internal point of escalation for our Support team and driving resolution of technical issues, including identification of root cause.

Were looking for a visionary Support Engineer Tier 1 to join the company team. In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our company customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support Services.

We are looking for a new Tier 3 Team Leader talent to join our team!

Key Responsibilities
Lead and manage a team of senior Tier 3 Support Engineers across EMEA/APAC.
Act as a technical mentor, guiding the team through deep investigations involving network protocols, VPNs, cloud integrations, and Linux systems.
Own escalations from high-value enterprise customers, driving resolution and ensuring customer satisfaction.
Collaborate cross-functionally with Product, R&D, Sales, and Customer Success to remove blockers and improve the customer experience.
Drive internal projects, process improvements, and training programs to scale the teams capabilities.
Support global initiatives and align with counterparts in the US to ensure consistent follow-the-sun support coverage.
Represent the customers voice internally, identifying trends, recurring issues, and areas for improvement.
Maintain a hands-on technical presence - this is a player-coach role.

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.

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will provide post sales technical support to our company End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
Your Impact
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support on an as-needed basis.