דרושים » תוכנה » Technical Support Specialist

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.

We are looking for a Tier 2 Technical Support Engineer to join our growing Delivery team in NYC. As a member of the Support Engineering group, you will be an integral part of a growing team of top professionals that own and maintain next-generation responsible AI agent solutions. You will act as a trusted advisor to our clients, be an essential part of the success of both our customers and Account Executives maintaining and supporting customers post launch. Tasks include resolving inbound technical issues, troubleshooting complex integrations, monitoring and proactively enhancing live AI Agents and serving as a technical SME.

As a passionate technologist and customer advocate, you will connect the dots between the technical solution to business value for the customer. This position will report to Manager, Support Engineering.

Responsibilities
Engage with customers via multiple channels (ticketing system, calls and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform
Serve as a technical subject matter expert, focusing on swift resolution of issues and proactive monitoring of performance
Develop deep technical expertise, continuously learn as the product evolves, and become the go-to authority in your domain.
Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
Run engaging office hours, deliver impactful learning sessions, and mentor the Support Engineering team, ensuring theyre equipped to handle any challenge.
Partner with Engineering and Product to proactively identify gaps, drive meaningful improvements, and advocate for customers in shaping the evolution of our platform.
Build robust solutions and internal tools to help TSEs debug metric behavior, query complexity, and visibility gaps faster and more consistently.
Scale knowledge globally through training sessions, office hours, and playbooks to prepare the Solutions team for new features and improvements.

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 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.

Realize your potential by joining the leading performance-driven advertising company!
As a Professional Services Subject Matter Expert, part of the SMEs team in our Tel Aviv office, youll play a vital role in ensuring high-quality support and contributing to business success by connecting with multiple stakeholders across our company globally. You will be an essential pivotal engineer within the advertiser professional services tech solutions group, leading at least one area of expertise as the highest level of technical escalation and management, owning it end-to-end.
You will juggle between:
Complex technical case investigations.
Consultation and mentoring to lower levels of support.
Bug reporting, tracking & prioritizing.
Knowledge creation, retention and training - including via AI and automations.
Operational data analysis.
Ad-hoc activities and projects with our Product and Business stakeholders.
Long-term relationships.
You will collaborate with multiple stakeholders within the professional services group as well as the engineering group, and our business teams.
How youll make an impact:
Perform in-depth troubleshooting of the most complex support issues in your SME area/s, requiring expert understanding of our company features and architecture.
Be an escalation point for burning issues within and outside your primary SME area/s.
Provide assistance and consultation to lower level support teams, as well as other groups that see you as the go-to-person.
Analyze operational aspects of your SME area/s and share actionable insights with top management. Preferably use AI for faster and higher quality results.
Create and provide training and knowledge material - new feature introduction, troubleshooting methodologies and tools, technical summaries, courses and quizzes creation. Preferably use AI for faster and higher quality results.
Interact with our NPI (new product introduction) Specialist for logistical aspects related to new features.
Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements.
Cooperate and coordinate with additional groups within professional services, support, sales, account management and more.
Identify and work to close gaps of knowledge, work methodologies, supportability, processes and opportunities for automation.
Manage ad-hoc strategic activities and projects related to your area of expertise, outside of technical case handling or content creation.

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 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 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.

we are looking for a Technical Support Engineer.
The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI.
The ideal candidate is passionate about technology, troubleshooting, and customer success.
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.

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.

This role has been designed as Onsite with an expectation that you will primarily work from our office.

Responsibilities:
Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical). .
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
Ability to articulate clearly, recommend and explain resolutions /clients.
Understand and utilize ITIL.
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.