דרושים » מחשבים ורשתות » Global Field Support manager

We are looking for a Senior Support Engineer to join our Israel-based support team. This role is critical to maintaining excellent service for our English and Hebrew-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of AI-enabled support workflows.
The ideal candidate is a strong hands-on problem solver, an excellent communicator in Hebrew and English, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving our internal tools, AI-based workflows, and support processes.
This is a hands-on senior individual contributor role with broad impact. In addition to resolving complex customer issues end to end, this person will help shape how support operates in an evolving environment that increasingly includes automation and AI-assisted workflows and tools.
Why this role matters:
Israel is a critical support hub for our business. Some of our customers require high-quality support in Hebrew, especially in complex or sensitive cases where local language, context, and live communication are essential.
At the same time, the support role is becoming more complex. AI-based tools and automation are becoming part of daily work, raising the bar for ownership, judgment, adaptability, and cross-functional collaboration. We need a senior team member who can thrive in this environment, help the team adopt new ways of working, and contribute to improving the tools and processes we use.
What youll do:
Own complex technical and product-related support cases from investigation through resolution.
Provide high-quality support to customers in Hebrew and English across written and live interactions.
Handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision.
Act as a senior point of contact for escalations, sensitive customer situations, and priority cases.
Mentor teammates by sharing knowledge, setting a high bar for case handling, and helping improve team practices.
Use AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency.
Help to define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation to improve support effectiveness.
Identify opportunities to reduce friction, improve self-service, and optimize internal support flows.
Collaborate with Product, R&D, Customer Success, TPE, and other internal stakeholders to resolve issues and improve the customer experience.

We are looking for a Delivery Manager to join our growing Delivery team, taking responsibility for delivering our product from installation through to operational systems in secure environments. This is a highly technical role with managerial responsibilities, where you will be actively involved in hands-on product installations, from the server to software, and lead the entire delivery process. This includes preparing supporting documentation, coordinating with the client to ensure site readiness, and leading pre-installation planning. The role also requires working with server rooms, virtual environments, and practical experience in configuring and troubleshooting network and communication systems.

The role includes international exposure and project management across global markets (e.g., Singapore), with approximately 40% travel expected.



What Youll Do

Lead and manage the product delivery process - installations, configurations, testing, and ongoing maintenance.
Perform hands-on installations of the product, from the server to software systems.
Oversee installations in the field and provide technical support as needed.
Prepare and deliver systems according to customer-specific documentation sets and checklists.
Collaborate with R&D to ensure smooth integration and product delivery.
Contribute to defining processes and maintaining system stability in secure environments.
Monitor the progress of projects and ensure timely delivery.
Manage post-delivery support activities, including troubleshooting and issue resolution after the system is operational.
Ensure ongoing customer satisfaction by providing continuous support and serving as a point of contact post-implementation.
Coordinate delivery projects across international markets, requiring awareness of cross-cultural collaboration and global work practices.
Utilize project management tools (e.g.,ClickUp JIRA, Trello, Asana) to track delivery status and maintain clear communication with all stakeholders.
Maintain organized documentation of system versions, configurations, and part numbers (P/Ns) for all customer deliveries, ensuring accurate traceability and release records.

Required Robot Teleoperator
What will your job look like:
Core Teleoperation: Actively pilot one or more robots using a dedicated teleoperation system for extended periods.
AI Data Generation: Perform a wide range of complex tasks remotely, demonstrating the optimal way to complete them.
Testing & Validation: Work with engineering and AI teams to run tests, validate new software builds, and identify performance limits or bugs.
Process Improvement: Proactively identify patterns and suggest improvements to the teleoperation interface, robot behaviors, and data collection procedures.
Protocol & Safety: Adhere to all established protocols for robot operation, equipment handling, and data logging, ensuring a safe and efficient work environment.