דרושים » תוכנה » Product Support Engineer - Junior T3

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions.
This role is more than just troubleshooting-it's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

Were looking for a Developer Support Engineer to join our growing team in Tel Aviv. In this role, youll become an expert in our products and serve as a key technical point of contact for both customers and internal teams. Youll have a direct impact on customer satisfaction and product quality by resolving complex issues and working closely with R&D, Product, and Business teams.
This is an opportunity to deepen your technical knowledge, build cross-functional partnerships, and drive meaningful improvements in both user experience and internal processes. Join us and be part of a team where your ideas, initiative, and technical skills will make a real difference.
What you'll be doing
Investigate complex technical issues and identify root causes and solutions using diagnostic tools.
Provide high-level technical support to strategic customers and internal teams.
Collaborate closely with R&D and Product teams to escalate and resolve issues and improve product functionality.
Create and maintain internal documentation and knowledge base articles.
Deliver technical training to other teams and support cross-functional projects.

At our company, we are on a mission to bring peace of mind to businesses by helping them deliver safe code faster. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent. Our platform combines state-of-the-art technology with cutting-edge design to provide seamless and secure experiences for our users. We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
our company is 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 of our company 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.

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

We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Aerospike Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with Aerospike at scale.

What Youll Do
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.

As a Support Enablement and Escalations Engineer on the Cortex Platform team, you will be at the crossroads of Support and Engineering, driving decisions as a thought leader within Global Customer Services. You will work with new products early in their lifecycle, provide training, resolve complex customer issues, and improve product supportability for our industry-leading Cortex products. This role requires excellent cross-functional collaboration with developers, product management, and customers. We seek top-tier candidates from support or engineering backgrounds for our small, impactful global team.
Your Impact
Enable TAC teams by assisting with ad hoc Q&A and providing structured training throughout the year.
Own critical technical issues by identifying widespread problems, creating guidelines, and communicating updates to relevant teams.
Impact new product development by defining supportability and usability requirements during design and post-release enhancement phases.
Develop and deliver technical training materials for TAC, such as white papers and presentations, on new products.
Develop internal tools for the TAC team to improve visibility and streamline troubleshooting processes.
Analyze support cases, trends, and escalations to identify and address knowledge gaps, supportability issues, and tooling needs.
Proactively identify and execute on unplanned projects that improve customer experience, reduce costs, or bolster security.

we are looking for a Technical Support Engineer.
As a Technical Support Engineer you will
Respond promptly and professionally to customer inquiries via phone, email, or chat, providing technical support and troubleshooting assistance.
Work to meet and exceed internal and external SLAs
Identify and diagnose software issues, and guide customers through step-by-step resolutions.
Escalate complex technical issues to higher-level support teams when necessary, ensuring proper documentation and follow-up.
Assist customers with product installations, configurations, and updates.
Collaborate with cross-functional teams, including developers and engineers, to address customer concerns and provide effective solutions.
Document and maintain records of customer interactions, inquries, comments, and actions taken, utilizing the ticketing system.
Provide proactive customer education and self-help resources to reduce repetitive inquiries and improve customer satisfaction.
Collaborate with the Quality Assurance team to identify and report software bugs and usability issues.
Help develop and implement support methodologies, build workflows and define support operations
Gather customer feedback and share it with QA, R&D, Engineering, and Production teams.
Strive for best-in-class support experience and drive exceptional CSAT results
Stay up-to-date with product knowledge, industry trends, and technology advancements to provide accurate and efficient support.

Required Solution Engineer
An automated AI-based predictive analytics platform. It simplifies and accelerates the process of building and deploying machine learning models in various business use-cases, such as life-time value, Churn, demand forecast and more. We connect to the raw data and completely automates the data preparation, engineering and prepossessing phases, as well as the model training and evaluation lifecycle. It was acknowledged as one of Israels 50 most promising startups two years in a row
Company Highlights:
Series C company with over $117M raised to date. Tier-1 investors: Google Ventures (GV), Insight Partners, GGV, Dell Ventures, Mindset and S Capital.
50 employees
HQ in Tel Aviv with growing sales organization in the US
Customers across CPG, retail, healthcare, mobile apps, fintech, insurance, and consumer services. Marquee customers include Johnson & Johnson, and SciPlay
The Demand Forecasting team is at a pivotal, high-growth stage. This role is highly dynamic, requiring a blend of technical depth and exceptional communication to adapt our platform to real-world customer data and challenges. You will be a critical link between the core product and our clients business success.
Responsibilities:
Lead and support customer-facing Demand Forecasting use cases from discovery through deployment
Work hands-on with customer data to design, test, and validate forecasting solutions
Act as a trusted analytical and technical advisor to customers, deeply understanding their business context and datasets
Analyze and explain model outputs and complex analytical concepts in a clear, business-oriented way
Troubleshoot technical and data-related challenges and drive them to resolution
Collaborate closely with Data Science and Customer Success teams, providing structured feedback from customer use cases
Help customers achieve measurable business impact and adoption of our Demand Forecasting module.

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 proactive and detail-oriented Customer Success Automation Engineer to join our growing team. The ideal candidate will have a strong technical background combined with a passion for enhancing customer experience through automation. This role will focus on developing and implementing automated solutions to streamline customer success processes, improve efficiency, and drive customer satisfaction.
Key Responsibilities:
Develop and Implement Automation Solutions: Design, develop, and deploy automated workflows to optimize customer success operations.
Process Improvement: Identify opportunities for automation within customer success processes and implement solutions to improve efficiency and customer satisfaction.
Technical Support: Provide technical expertise and support to the customer success team in utilizing automation tools and systems.
Data Analysis: Analyze customer data to identify trends, patterns, and areas for improvement. Use data insights to drive automation strategies.
Collaboration: Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to understand customer needs and develop appropriate automated solutions.
Documentation: Create and maintain documentation for all automation processes and workflows.
Training and Support: Train and support customer success team members on new automation tools and processes.