דרושים » מחשבים ורשתות » Customer Operations Specialist (Tier 1)

We are looking for an Helpdesk Admin Engineer to join our growing team!
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.
We are seeking a highly motivated and detail-oriented Helpdesk Support Specialist to join our growing team. In this role, you will be the first point of contact for our employees, providing exceptional technical support and ensuring a smooth and efficient IT environment. You will be responsible for troubleshooting hardware and software issues, managing user accounts, and supporting a variety of critical applications.
Responsibilities:
Provide timely and effective technical support to end-users via tickets, email and in-person while addressing hardware, software, and network issues.
Troubleshoot and resolve technical problems related to Windows and macOS operating systems, including laptops, desktops, and peripherals.
Manage user accounts and access permissions using JumpCloud.
Manage user email and groups using Google WorkSpace.
Support and maintain Atlassian suite applications (e.g., Jira, Confluence), Slack and other company wide applications.
Administer and troubleshoot Zoom Rooms systems, ensuring seamless video conferencing experiences.
Onboard and offboard employees, including setting up new user accounts, configuring hardware, and managing access permissions.
Manage IT procurement: sourcing, ordering, and inventory management of hardware and software.
Document technical solutions and procedures to build a comprehensive knowledge base.
Maintain accurate records of support requests and resolutions.
Provide training and support to end-users on various software and hardware applications.

we are seeking an experienced IT Support Specialist to join our IT support team. In this role, you will be responsible for providing first-line support to our companys employees by managing user accounts and access, troubleshooting hardware and software issues, and handling our employees' onboarding and offboarding.
Responsibilities:
Provide first-line technical support to our companys employees across all global offices, ensuring fast, professional, and customer-oriented service.
Lead and execute IT processes for employee onboarding and offboarding, including systems provisioning, access governance, device setup, and security compliance.
Provide AV support for the company auditorium and conference rooms, including management and troubleshooting of Zoom Rooms, Polycom systems, and other video-conferencing technologies
Troubleshoot and resolve hardware, software, and network-related issues on both Windows and (mostly) macOS environments.
Manage IT requests and incidents related to cloud services and enterprise applications, including Microsoft 365, Slack, Zoom, and additional SaaS platforms used internally.
Administer and monitor cloud-based infrastructure components, including Azure AD, Intune, Kandji, as part of the companys internal IT ecosystem.
Collaborate closely with the Systems and Security teams to identify, escalate, and resolve complex technical issues, as well as improve IT workflows and automation.

Now were looking for a visionary and customer-focused Product Support T3 Engineer to join our team. In this role, you will be engaging with our customers during the evaluation, post-sales process, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SASE, today!
Responsibilities:
 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.
 Work directly with R&D and Product Management on customer issues upon full resolution.
 Be a focal point for customers' needs by deeply understanding their business and aligning their needs with our companys solution.
Become a trusted advisor to customers by deeply understanding their business and aligning their needs with our solutions.
Nurture the relationship with the customer through ongoing communication and periodic meetings.
Act as a customer advocate internally while effectively collaborating with internal teams, including product management, engineering, and sales.
Track & monitor customer status and identify both areas of concern and growth opportunities.
Be a part in building, improving and expanding our companys global Support Services.

we are looking for a Technical Support Engineer, Tier 3.
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.
RESPONSIBILITIES:
Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible

As a Customer Support Manager you will play a key role in ensuring exceptional customer experience related to purchasing and collection, service coordination, and solution identification. You will develop the physical and digital infrastructure, including process development, through cross functional collaboration with other operational and customer facing teams. Your leadership will be crucial in maintaining high levels of customer satisfaction, resolving complex issues, and contributing to the success of our customer support operations. This role offers the opportunity to drive customer satisfaction and loyalty while building leadership capability in a dynamic, science-driven organization.


Key Responsibilities:

Design, build, and scale the customer support infrastructure and processes, including policies, workflows, tools, and KPIs.
Operate and continuously improve customer support performance, monitoring metrics, identifying trends, and driving service quality, efficiency, and compliance
Own customer escalations and cross-functional resolution, working closely with Sales, Product, and Technical teams to ensure a seamless customer experience
Provide regular performance and customer satisfaction reporting to leadership to enable data-driven decisions
Establish internal training frameworks and knowledge standards to support consistent, high-quality issue resolution
Build, lead, and develop a small customer support team, ensuring capability, accountability, and scalability as the organization grows

We're looking for a Customer Support Engineer who has a passion for helping customers to join our support team and get the most out of our product.

In this role, youll be the point of contact for our customers, responsible for solving problems and ensuring they have the best experience with our product and our team.

We're looking for someone energetic, tech-savvy, who has high-level English and superb interpersonal skills.

** The position is full-time and requires the availability to work up to two evenings a week and 2 weekend shifts per month (Friday morning / Saturday Night).**

As a Customer Support Engineer , you will:
Be in charge of our customer happiness and deliver amazing service.
Become a product expert who knows the ins and outs of what has to offer by helping our customers maximize the value they receive from us.
Proactively identify opportunities and optimization points to help our customers grow.
Represent the customer voice internally in Product, Marketing, and Business Development discussions.

The right candidate is an avid learner, an advocate for customers, and a collaborative teammate. The main responsibility of a Support Engineer is to help users solve technical challenges and use us to make impactful product decisions. Weve had team members focus on developing their technical skills to join the product and engineering teams, hone their customer-facing skills to become customer success managers or sales engineers, and take on leadership roles in the Support organization.

Responsibilities

The core responsibility of a Support Engineer is to support our customers at every turn in the company`s journey by providing answers to product questions, sharing best practices, and debugging technical issues. You'll also develop your technical skills, collaborate with our Product team to improve our product, learn product analytics, and mentor new team members.

Become a product expert - you will help users understand our reports and features, help them use our APIs and SDKs, share best practices, and resolve account issues.
Respond to customer inquiries via Zendesk email, chat, Slack, and phone calls.
Investigate and document bugs and feature requests to share with our Product and Engineering teams.
Provide feedback regarding internal support processes, product functionality, and customer education resources to improve the customer experience.
Shape the product by regularly working closely with PMs, engineers, and designers to incorporate customer learnings into change.

We are looking for a security-conscious IT Support Engineer with 3+ years of experience providing high-touch technical support for global, high-growth organizations. Expert in managing Windows and macOS environments via JAMF and BigFix, with a strong focus on endpoint security and vulnerability remediation. Proficient in using AI tools like Google Gemini and Claude to streamline documentation and accelerate technical troubleshooting. Dedicated to ensuring minimal downtime through proactive infrastructure support and white-glove executive service.
Your Opportunity:

Technical Troubleshooting: Diagnose and resolve complex issues related to Windows and macOS, mobile devices, and core business applications.
Executive & Global Support: Provided high-touch technical assistance to C-suite executives and remote global staff, maintaining minimal downtime for critical business operations.
AI-Assisted Efficiency: Utilized AI tools to accelerate the creation of technical documentation and internal "How-To" guides.
Endpoint Security: Ensure all staff devices are patched, compliant, and secure at all times, often addressing vulnerability tickets directly.
User Onboarding: Provision hardware and access to our services and Applications for new hires. Conduct IT orientation training both in person and remotely ensuring new hires are fully provisioned and trained on Day 1
Infrastructure Support: Maintain and troubleshoot local office networks, Wi-Fi, and conferencing technologies (e.g., Zoom, Google Workspace).
Global Collaboration: Partner with global teams in InfoSec, Networking, and Systems Operations to adhere to global IT processes.
Lifecycle Management: Managed the end-to-end hardware lifecycle, from automated provisioning via Apple Business Manager to secure decommissioning and data destruction.

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.

The GSD Team Member will be part of the Global Service Desk, handling and resolving support tickets and other IT-related issues and requests raised by our employees and outsourced personnel. The member will also perform ongoing IT support tasks and preserve a strong commitment to high-quality customer service and a solid work ethic.

The candidate will have sufficient knowledge to act as both a Tier 1 and Tier 2 support agent, a role that requires an experienced technologist with a proven track record of hands-on experience in Networking, Systems, and Security. A high level of technical orientation is a must.


What will you do?
Provide technical support via email, phone, and in person (hands-on), while adhering to and maintaining SLAs set by IT Management.
Perform onboarding of new employees, as well as off-boarding of exiting employees.
Maintain and manage all IT assets in IL.
Work with senior-level IT administrators to determine and resolve high-level problems.