לוח משרות דרושים מנהל תמיכה טכנית, לחיפוש זה נמצאו 33 משרות

Required Support Operations Lead
This role is central to driving operational excellence across the support organization, ensuring teams can deliver fast, high-quality service at scale. It leads the design and continuous improvement of support processes, workflows, and policies, while identifying opportunities for automation and efficiency gains. The position owns performance measurement through KPIs, dashboards, and analytics, translating data into actionable insights that shape strategic decisions. It also partners closely with cross-functional teams to enhance systems, tools, and end-to-end support experiences.
With broad ownership and visibility, this role empowers the individual to influence how support operates globally, drive meaningful change, and elevate both customer and employee experience through smarter, more scalable operations.
The Support Operations Lead will be measured on:
Improvement in SLA performance
Reduction in response and resolution times
Increased support team productivity
Improvement in CSAT and customer experience metrics
Successful implementation of operational initiatives
Adoption and effectiveness of support tools and processes
Reports To: VP Technical Support
What Youll Actually Be Doing
Support Operations & Process Management:
Design, implement, and continuously improve support processes, workflows, and operational standards.
Identify inefficiencies and drive automation initiatives to improve productivity and customer satisfaction.
Drive initiatives to improve service quality, operational efficiency, and customer experience.
Lead operational readiness for new product launches, feature releases, and organizational changes.
Collaborate with Support Leadership, Product, Engineering, Customer Success, and Business Operations teams.
Performance Management & Analytics:
Define and monitor key support KPIs
Build dashboards and reports to provide visibility into support performance and trends.
Analyze operational data and present recommendations to leadership.
Systems & Tools Administration:
Own and optimize support platforms such as CRM, ticketing, workforce management, and knowledge management systems.
Partner with IT, Engineering, Product, and Customer Success teams on system integrations and enhancements.
Evaluate and implement new technologies, including AI-powered support solutions.

Were looking for a highly skilled Technical Support Team Leader
to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. Youll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.
Responsibilities:
Lead and mentor team members, provide guidance on complex cases, help prioritize workloads, and contribute to continuous improvement of support processes.
Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
Create and update support documentation while logging all interactions in the support system.
Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Required Global Technical Support Director
Were seeking passionate professionals who thrive in a fast-paced, creative, and collaborative environment - those who want to be part of the next generation of airspace security innovation.
Join us and help make the world a safer place.
Work with the worlds leading cyber-takeover counter-drone technology provider and shape the future of safe airspace.
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.

Required Customer Support Manager
Job Description
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.

As a Support Manager based in Israel, you will be responsible for hiring, mentoring, and managing a team of support engineers focused on delivering exceptional customer service, driving data-driven improvements, and fostering a high-performing, customer-centric culture. Reporting to the Director of Support, you will play a key role in building and shaping the Israeli support centre, ensuring alignment with Armis from Service now operational standards and ongoing commitment to service excellence.

What Youll Do:
Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
Support, coach, develop and lead a team of technical support engineers to deliver world-class service.
Motivate team members and address challenges that may arise in daily operations.
Identify areas for training and skills development to continuously improve team capability.
Communicate organizational goals, priorities, and business needs to ensure clear expectations across the team.
Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
Drive the Technical Support team to achieve high customer satisfaction and success, measured through defined KPIs and performance goals.
Maintain a deep understanding of us from Service now products, solutions, and technical environments to provide guidance and subject-matter expertise.
Provide managerial oversight and serve as an escalation channel for internal and external customers.
Implement Knowledge-Centered Support practices to capture, share, and leverage knowledge for faster, higher-quality resolutions.
Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
Develop, communicate, and enforce team policies, procedures, and operational standards.
Review case updates from team members, providing coaching and feedback to improve communication and case handling.
Conduct customer follow-ups and survey reviews to ensure feedback is addressed and service excellence is maintained.

We Are At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely. With 900+ employees worldwide and an R&D center of over 160 employees in Jerusalem – we’re reshaping how financial technology is developed and delivered.

The Role:
The Team Lead, Technical Support is a hands?on leadership role responsible for day?to?day IT operations at the CRT Israel office, supporting approximately 200 end users in a corporate environment. This role supervises two Technical Support Engineers while actively participating in support, troubleshooting, and project work. The Team Lead serves as the local IT owner for the office , ensuring high service quality, operational stability, and alignment with enterprise IT standards across endpoint management, security, compliance, and systems administration. Work from our Jerusalem office 5 days a week ?Success in This Role Looks Like:
* The Israel office experiences reliable, high?quality IT support.
* Tickets are well documented, resolved efficiently, and trends are proactively addressed.
* Engineers are supported, guided, and developing technically.
* Backlog projects progress consistently without sacrificing daily operations.
* The office aligns with enterprise IT, security, and compliance standards.

Who You Are:

* Hands?on, service?oriented leader with a strong player/coach mindset—comfortable balancing technical execution with daily people leadership and escalation support.
* Excellent communicator and collaborator who builds trust with engineers, end users, HR, Security, Facilities, and global IT partners.
* Highly organized and accountable, with strong attention to detail in documentation, process adherence, and follow?through on operational and project work.
* Calm, pragmatic problem?solver who can prioritize effectively, manage competing demands, and maintain a high?quality user experience under pressure.
* Growth?minded mentor who enjoys developing others, identifying skill gaps, and continuously improving team capability and IT operations.

What You’ll Actually Be Doing:
Leadership & Supervision
* Act as a player/coach , balancing direct technical work with team supervision.
* Provide daily guidance, task prioritization, and escalation support for two direct?report engineers.
* Review ticket quality, documentation, and adherence to ITIL and internal standards.
* Mentor team members, identify skill gaps, and support ongoing development.
* Serve as the primary local IT escalation point for the Israel office. End?User Support & Operations
* Provide hands?on Mac and Windows support in a corporate environment (hardware, OS, applications, peripherals).
* Support onboarding, offboarding, and role changes in partnership with HR and Security.
* Troubleshoot hardware, software, account access, printing, conferencing, and office technology issues.
* Ensure consistent, high?quality user experience across the office. ServiceNow & Documentation
* Own and enforce proper ticket documentation in ServiceNow (incidents, problems, requests, changes).
* Ensure timely updates, root cause notes, and resolution details are captured.
* Contribute to and maintain knowledge articles and operational documentation.
* Track trends, recurring issues, and improvement opportunities through ticket data. Office IT Ownership
* Manage day?to?day IT operations for the CRT Israel office.
* Coordinate with global IT teams on standards, changes, outages, and initiatives.
* Oversee local inventory, asset lifecycle, and equipment refreshes.
* Serve as a local IT liaison for facilities, vendors, and third?party support when required.
* Support a dozen Microsoft Teams rooms as well as a Townhall syste

We are looking for an experienced and hands-on Technical Support & Customer Service Manager to lead and scale our support operations in a growing B2B SaaS fintech environment.
This role combines team leadership, operational excellence, customer experience ownership, and cross-functional collaboration with Product, R&D, Domain, and Customer Success teams.
The ideal candidate is highly process-oriented, customer-centric, technically capable, and experienced in managing support operations within fast-paced product companies.
Key Responsibilities:
Lead and manage the Technical Support & Customer Service team
Build and improve support processes, workflows, SLAs, and escalation management
Monitor KPIs, customer satisfaction, ticket queues, and operational performance
Collaborate closely with Product, R&D, Domain, CSM, and Sales teams
Own support readiness for product releases and major product changes
Drive continuous improvement initiatives and service excellence standards
Improve knowledge management, documentation, and internal enablement processes
Support system optimization and automation initiatives across support operations
Handle escalated and sensitive customer cases with professionalism and ownership.

we empower enterprises and service providers with cutting-edge Storage platforms that redefine performance, reliability, and cyber resilience at scale. We are looking for a manager to lead our group of Enterprise Storage Technical Support. As the leader of the Development Support organization, you will be responsible for driving operational excellence across the teams, ensuring effective resolution of critical customer issues, and partnering closely with R&D to address complex technical challenges. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives.
Responsibilities:

* Lead and develop multiple global technical teams through their managers.
* Own the resolution of critical customer escalations and complex technical issues.
* Drive operational excellence, process improvements, and global alignment.
* Partner with R&D, Product, and Customer-facing teams to improve customer outcomes.
* Ensure high levels of customer satisfaction and service delivery.
* Provide leadership, coaching, and strategic direction to managers and senior technical contributors.
* Prioritize resources and initiatives to maximize business impact

Were looking for a talented and experienced Technical Success Manager to enable outcome-focused engagements with our customers, focusing on three aspects:
Accelerate adoption of our 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 us, 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 our 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 looking for an ILS Project Manager to manage and lead complex projects with customers in Israel and abroad, from the quotation stage through delivery, implementation, and ongoing customer support.
The role includes matrix management of all relevant stakeholders within the organization, supporting development, procurement, production, and logistics processes, alongside the management of service, technical support, and ILS frameworks for operational and technological systems.
Responsibilities:
Manage the companys support framework (ILS) for customers in Israel and abroad
Manage service and support contracts (Support / SLA)
Lead implementations and engineering upgrades at customer sites
Define service and support packages for customers
Write maintenance and support requirements for tenders
Work with engineering, production, integration, and customers
Manage LSA / FMECA / Reliability analysis
Support projects with customers in Israel and abroad
Establish and manage technical documentation and maintenance frameworks
Work with suppliers and subcontractors in the field of service and maintenance