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Customer Support Manager (CSM) The Customer Support Manager is a key role responsible for the overall post-delivery support of the companys systems and products.
This position oversees the ongoing, professional, and proactive management of customer service operations, ensuring compliance with SLA targets, maintaining high customer satisfaction, and coordinating all service-related activities internal and external stakeholders.
Key Responsibilities
- Manage all customer service activities during warranty periods and under support/service agreements.
- Maintain direct and ongoing communication with customers and/or end users, including professional support, proactive service initiatives, and coordination of on-site activities.
- Provide initial Help desk support, including full documentation and tracking of all service requests in the PRIORITY system.
- Ensure availability of inventory in service warehouses and customer sites according to contractual requirements.
- Monitor and ensure compliance with SLA and TAT (response and repair times) targets.
- Coordinate and dispatch field service technicians and rapid response teams based on project needs and maintenance contracts.
- Take full ownership of service calls from initiation to closure, including documentation of Service Request Forms and service reports.
- Track, monitor, and report on service performance metrics and KPIs.
- Develop, manage, and sell follow-on service programs, including maintenance agreements, training contracts, and additional services.
- Handle order processing, shipment coordination (domestic & international), and tracking of spare parts, TEST equipment, and support tools.
- Work closely with Engineering, Manufacturing, Planning, Procurement, Logistics, Quality, and ILS teams.
- Manage operational and budgetary aspects of service activities.
- Drive customer satisfaction improvements in maintenance services, including feedback collection, root cause analysis, and implementation of service improvements.

Were looking for a talented and experienced Technical Success Manager to enable outcome-focused engagements with customers, focusing on three aspects:
Accelerate adoption of products and value realization.
Explore new opportunities for expansion by understanding the scope of customer use cases.
Enhance customer loyalty.
As a Technical Success Manager you will
Be the customers trusted advisor
Focus on the customers continuous interactions with , the customers lifetime value, and the associated NPS/CSAT scores
Assist our customers in creating an adoption/rollout plan to ensure they are confident in successfully embedding the Platform
Provide Service to the Sales team by focusing on customers strategy, and make sure the Platform helps customers achieve their goals, enabling the Sales account manager to be there when customers need them and to get renewals and upsells done on time
Formulate and deliver projects by collaborating with customers based on agreed-upon timelines
Work with the Solution Engineering and Professional Services teams to ensure all customers complete their projects in a timely and successfully
Monitor the customer's health and their perception of the brand by becoming a Platform Health Expert
By effectively communicating technical knowledge and operational excellence to customers on best practices, and ensuring they maintain a healthy platform
Be the first point of escalation
Develop a full understanding of the Platform, including:
The value proposition and sales messaging
Out-of-the-box reporting where needed
Success journey planning and execution
Continuous communication and working relationship

We are seeking a hands-on IT Team Lead to lead and scale our local IT operations. This role combines technical expertise with strong leadership, ensuring the companys infrastructure, systems, and support processes run securely, efficiently, and reliably.
The IT Manager will own all aspects of day to day IT operations from help desk and endpoint management to systems administration, security implementation, and IT strategy execution. This is a leadership position for someone who thrives on solving complex problems, driving operational excellence, and mentoring a growing technical team.
Key Responsibilities:
Management and Leadership-
Lead and mentor the IT team, including full time and student members.
Build and maintain a service oriented culture focused on reliability, security, and continuous improvement.
Define and track IT operational KPIs, SLAs, and process documentation.
Writing documentation and maintaining the teams knowledge base.
Collaborate with other departments to ensure smooth technology operations and compliance alignment.
Deal with Technical and managerial escalations.
Hands-On Technical Operations-
Serve as the senior escalation point for technical incidents, outages, and escalations.
Manage and maintain company IT infrastructure, endpoints, and network environment.
Oversee user lifecycle management onboarding, offboarding, permissions, and access control.
Administer SaaS platforms such as Google Workspace, Atlassian, Slack and HubSpot.
Deploy and manage MDM systems (Jamf, Intune) for endpoint compliance and security.
Lead automation initiatives using scripting tools .
Ensure system reliability, patch management, and IT asset tracking.
Maintain and enforce IT security standards and best practices.

We are seeking an experienced Help Desk Team Leader to join our global Information Technology team, supporting our 600 employees in Israel and other offices across Asia. Based out of our headquarters office in Netanya, Israel and reporting to the Head of IT, we are looking for a manager who is a solution-driven problem solver that can balance corporate demands within a fast paced environment.
We are looking for a candidate who is resourceful, bright, proactive, a go-getter who works well independently and as part of a team and is passionate about what she or he does. The candidate should be an energetic self-starter who enjoys working on operational tasks, proactive in delivering the best possible customer experience in a dynamic environment.
What will you do?
The Help Desk Team Leader will lead our Help Desk team while constantly being hands-on: maintaining our servers, Cloud infrastructure, network and desktop infrastructure throughout Teads's locations in Israel and Asia. As the Help Desk Team Leader on the ground in Israel, the successful candidate must be a self-starter with the confidence and experience to provide day-to-day operational support, take ownership of all the IT services in our Teads locations, lead strategic IT projects and interact with the different departments and stakeholders to identify and implement new technology solutions.
Your first six months will look like this:
In your first few weeks you will be introduced to Teads IT Infrastructure and Tools, learn how to support the end users, maintain the networking environment and collaborate with other team members across the department.
Learn the Israel and APAC network topologies, Procurement processes and regions specific needs.

As the Team Lead, Technical Account Manager (TAM), you will lead a team responsible for delivering excellent technical account management, with a focus on guiding the seamless onboarding of new customers.
You will ensure your teams success in building strong customer relationships, addressing technical issues related to observability, and maintaining data-driven operational excellence. This role requires technical depth in logging, monitoring, and observability tools as well as strong leadership skills.
Key Responsibilities:
Leadership & Team Development:
Lead, mentor, and manage a team of TAMs to ensure successful customer onboarding and long-term success.
Develop KPIs for the team and track performance related to the onboarding experience, ensuring customer satisfaction.
Provide technical guidance and foster team collaboration on observability tools and log analytics.
Technical Expertise & Customer Engagement:
Oversee the implementation of observability tools, guiding customers through Logs, Metric and Traces monitoring, and real-time analysis.
Ensure that your team delivers expert-level onboarding and ongoing, for our observability and logging solutions.
Provide deep technical insights on cloud observability and integration of into customer infrastructures.
Customer Relationship Management:
Be the primary escalation point for customer technical challenges.
Proactively work with customers to enhance their logging and observability practices, integrating them seamlessly with platform.
Engage with stakeholders to provide tailored technical solutions that align with customer business goals.
Data-Driven Leadership:
Leverage customer feedback and usage data to enhance the onboarding process and overall TAM team performance.
Analyze patterns in customer data, ensuring that your team applies data insights to improve observability outcomes and preempt issues.
Collaborate with internal teams on product enhancements, informed by your team's customer data analysis.

Required Global Technical Support Director
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Key Responsibilities:
Design and execute a cohesive global strategy for support and training, ensuring a seamless and consistent customer journey from initial onboarding to expert-level use.
Define and own all key performance indicators (KPIs) for both functions. Crucially, you will analyze support data to identify trends that should inform and prioritize the creation of new training content.
Design and manage a tiered global support organization that efficiently serves different customer segments and geographies with clear SLAs.
Oversee all support tools, including ticketing systems and knowledge bases, to enhance efficiency and the customer experience.
Continuously refine support workflows, escalation paths, and incident management processes to improve resolution times and customer satisfaction.
Lead the design, development, and maintenance of a comprehensive library of training content (e-learning, instructor-led courses, videos, documentation).
Design and manage global certification programs to validate expertise, create a skilled partner ecosystem, and provide a clear value path for customers.
Manage, mentor, and inspire a distributed team of support engineers, trainers, and frontline partners/subcontractors.
Build an integrated culture where the support and training teams collaborate closely, share insights, and operate as a single, unified enablement function.

We seek an experienced and highly skilled Senior IT Helpdesk / Team leader to ensure a robust, secure, and accessible IT infrastructure for all employees.
Key Responsibilities:
Lead Technical Support: Manage, prioritize, and resolve complex IT support requests (hardware, software, network, SaaS) via the ticketing system.
Proactive Issue Resolution: Diagnose and resolve complex issues for internal/remote staff, identifying and addressing recurring problems to enhance system reliability.
Documentation & Knowledge: Maintain accurate troubleshooting records and create/update documentation for the IT team.