דרושים » תוכנה » Software Support

We are looking for a proactive and customer-oriented Technical Support Engineer (L1/L2) to join our team in Kfar Saba. This role combines hands-on customer support (Level 1 & 2) with technical troubleshooting and QA involvement.
You will be the main point of contact for customers in Europe and Israel, and also serve as a backup for the US support team, ensuring excellent service while contributing to product quality and continuous improvement.
You will play a key role in customer satisfaction and product quality, acting as the bridge between customers and our product. Your work will directly impact how customers experience and how our platform continues to improve.
Responsibilities:
Customer Support & Communication
Provide excellent support via email, chat, phone, and video calls
Guide customers, demonstrate the system, and solve issues in real time
Ensure a high-quality support experience and strong customer satisfaction
Technical Troubleshooting (L1/L2)
Investigate and resolve technical issues end-to-end
Analyze logs, use internal tools, and perform basic database queries
Reproduce issues and document findings clearly
QA & Product Involvement
Take part in QA activities and collaborate with QA and development teams
Validate fixes and support testing (regression, sanity checks)
Identify recurring issues and contribute to product improvements
Documentation & AI Tools
Maintain and improve technical documentation and knowledge base
Use AI tools to enhance support efficiency and workflows

we are looking for a Technical Support Engineer.
As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience.
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 across Payments, Payees, and Cards domains, including complex payment workflows and payment provider integrations, while working closely with internal operational and Engineering teams to ensure seamless customer resolution.
Diagnose and troubleshoot high-impact payment issues, including payment lifecycle discrepancies, provider-related failures, cutoff-related delays, transaction status issues, and payment processing escalations, driving robust and customer-focused 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.

Join us at Nayax , a global fintech leader (NASDAQ; TASE: NYAX) revolutionizing the world of cashless payments, consumer engagement, and business management solutions. With more than 1,200 employees across 12 offices worldwide. At Nayax, you’ll be part of a diverse and innovative community where your work makes a real impact and helps shape the future of payments. We're looking for a customer-focused and technically skilled Technical Account Manager (TAM) to join our Global Support team . In this highly visible role, you'll serve as the trusted technical advisor and primary support contact for some of Nayax's most strategic customers, helping drive customer satisfaction, retention, and long-term success. As a Technical Account Manager, you will own the technical relationship with a portfolio of key enterprise accounts, providing proactive support, strategic guidance, and escalation management. *The role may require occasional Friday and Saturday shifts, based on business needs. Your key responsibilities will include:
* Serve as the primary technical contact for strategic customers, building strong relationships and deep knowledge of their business, deployments, and integrations.
* Conduct regular account reviews, maintain accurate documentation, and ensure alignment with customer SLAs and operational requirements.
* Proactively monitor support trends, identify recurring issues, communicate product updates and risks, and lead Root Cause Analysis (RCA) activities following major incidents.
* Own and drive the resolution of escalated and high-priority issues, coordinating across Support, R&D, Product, and other internal teams to ensure timely outcomes and clear customer communication.
* Partner closely with Customer Success, Product Management, R&D, and Account Management teams to advocate for customer needs and support strategic initiatives.
* Prepare and deliver Quarterly Business Reviews (QBRs), provide performance reporting against KPIs and SLAs, and identify customer risks and growth opportunities.

Learn More about Nayax:
Founded in 2005, Nayax is a global fintech leader providing end?to?end payment, consumer engagement, and business management solutions. Our technology helps businesses increase revenue, reduce operational costs, and deliver seamless commerce experiences across unattended, self?service, and retail environments. Nayax supports 80+ payment methods in 50+ currencies, holds a European payment institution license, and works closely with leading global financial institutions. We operate in 120+ countries, with 1,200+ employees across 13 offices worldwide. Our global headquarters are located in Herzliya Hills, Israel, near the train station, and serve as our largest hub for innovation, product development, and global operations. At Nayax, we foster a collaborative, impact?driven culture where ownership, learning, and long?term growth are part of everyday work.

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 highly motivated and customer-focused professional. As part of the Tier 3 Cortex XDR support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.
Our methodology is first class support. Weve been recognized for it as an industry leader and were dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customers experience. You will learn your clients business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. Youre close to the deployment of cybersecurity solutions - and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions - and you dont wait for those issues to escalate from our clients. Instead, you find them. Youll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
Key Responsibilities
Respond to customer-reported issues in adherence to established Service Level Agreements
Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s), characterizing and implementing the fix
Provide timely feedback on the development process on customer-reported product problems
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

We are seeking a Customer Support Specialist, reporting to the Support Team Leader, who can resolve customer queries, recommend solutions and guide product users through features and functionalities. This position will assist our internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with our specific systems and technologies. To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement. An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction. This role is hybrid, working from our location in the bursa in Ramat Gan, Israel. Schedule is Mon - Fri, 9am-6pm (Friday/work from home).
Responsibilities:
Onboarding new users to the system, including user adoption
Administration of pending orders and payments
Reconciliation of all company orders to confirm the correctness of data
Identification of areas of improvement, both in process and product
Promptly responding to customer queries via ticketing system, emails, phone
Liaising with colleagues or managers to find the best solutions to customers issues
Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions.

Medison offers hope to patients suffering from rare and severe diseases by forming partnerships with emerging biotech companies to accelerate access to highly innovative therapies in international markets. As the creator and leader of the global partnership category in the pharma industry, we strive to be Always Ahead and work relentlessly to bring therapy to patients in need, no matter where they live. Our values are at the core of every action we take, and we are committed to going above and beyond to benefit the patients we serve. We are a dynamic, fast-paced company operating in over 34 countries on 5 continents. We are looking for out-of-the-box thinkers, people who are passionate, caring, agile, and adaptive, to join us on our mission. If you are looking to make a difference in people's lives, we invite you to join us! We are looking for an Application Support Specialist to join the Business Applications team. The role includes day-to-day support for a wide range of business applications across the organization, working closely with business users, internal IT teams, external vendors, and cross-functional stakeholders. The Application Support Specialist will serve as a key point of contact for application-related support, troubleshooting, user guidance, documentation, testing, and implementation activities. The role requires strong service orientation, technological understanding, independent learning capabilities, and the ability to understand business processes and translate them into system-related needs. In addition, the role will support broader departmental and OCIO-related activities, including coordination, follow-up, preparation of materials, reporting, and support for cross-organizational technology initiatives. Over time, after gaining a deep understanding of the organization’s systems, users, and business processes, the role may develop into broader responsibility for specific systems, process improvements, vendor coordination, and management of application-related projects.

Responsibilities:

* Provide ongoing application support to business users across multiple organizational systems, including handling user issues, service requests, operational questions, and application-related incidents.
* Provide technical support for enterprise platforms including Salesforce, LMS, AI platforms, Veeva, and other systems that support the organization’s daily operations.
* Work closely with business users, internal IT teams, and external vendors to resolve issues, support business needs, and promote system improvements.
* Support the implementation of new systems, processes, enhancements, and changes, including testing, user acceptance testing, documentation, training, and go-live support.
* Identify business needs and opportunities to improve processes through existing or new system capabilities.
* Support the management of change requests, system enhancements, developments, and application improvements.
* Support OCIO and cross-departmental Business Applications activities, including information gathering, task follow-up, coordination with stakeholders, and preparation of materials.
* Assist in preparing presentations, status updates, reports, business stakeholders, and internal forums.
* Participate in application-related projects and cross-organizational technology initiatives.
* Gradually take ownership of specific systems, processes, improvements, and project-related tasks.
* Perform additional tasks according to departmental needs and direct manager guidance

City:
Petah Tikva

we are looking for a Technical Support Engineer.
Responsibilities:
Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction
Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction
Contribute to methodologies, best practices, and techniques to improve our support process
Build and contribute to Navinas technical support knowledge base.
Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.

Your Opportunity:
Operates as a Product Solutions Engineer with a dual-expert skillset: deep L2-L7 networking knowledge and the ability to read, write, and debug production code.
Serve as the primary technical bridge between the Product team and strategic customers, focusing 75% on customer-facing engineering initiatives.
Diagnose and resolve system issues using scripting, hot-patching, or by implementing long-term solutions within the system code.
Act as a liaison between Clients, Support, Sales, and R&D to translate complex customer requirements into engineering specifications.
Engineer solutions for unique deployment challenges and integration gaps by developing 3rd party integrations or custom scripts.
Leverage expert networking knowledge to troubleshoot complex connectivity issues.
Advocate for product features and quality improvements based on field feedback.