לוח משרות דרושים

We are looking for an intelligent and passionate SW Software Engineer to join the team.
In this critical role, you will implement critical backend systems used for orchestrating, monitoring, and supporting our unique cloud architecture.
In addition, you will be building highly scalable processes for gathering and analyzing statistics from multiple networks.
Responsibilities:
End-to-End development from the processing of large-scale data to web interfaces
Working closely with multiple stakeholders - product management, research, SOC and NOC services and automation teams
Designing and Implementing enterprise platform solutions
Researching new technologies and adapting them for use within the companys product
Collaborating with multiple development teams.

Were looking for a visionary Support Engineer Tier 1 to join the team.
In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support Services.

Were looking for a highly motivated Support Enablement Manager (Temporary Role) to join our amazing team.
As a member of the Support Enablement team, you will play a critical role in enabling support engineers to execute all technical aspects of their job and will work to maximize the support organization's effectiveness.
Responsibilities:
Advocate support and customers' needs with R&D and product teams during both the development period of features and retroactively on existing technologies.
Provide guidance about product features and how they work through the creation of technical content.
Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
Own and drive delivery of technical content to the global support team.
Design and create technical onboarding and everboarding training content.
Identifying and understanding support inquiries and challenges, acting as their technical focal point, and working to fill in gaps.
Develop and implement a comprehensive support enablement strategy that aligns with the company's goals and objectives.
Utilize data and analytics to identify trends, measure the effectiveness of support enablement initiatives, and drive continuous improvement.
Serve as the primary point of contact for support inquiries and challenges, working to address gaps and improve overall support effectiveness.

Were looking for a highly motivated Support Enablement Engineer to join our amazing team.
As a member of the Support enablement team, you will play a critical role in enabling support engineers to execute all technical aspects of their job and will work to maximize the support organization's effectiveness.
Responsibilities:
Advocate support and customers' needs with R&D and product teams during both the development period of features and retroactively on existing technologies
Provide guidance about product features and how they work through the creation of technical content
Build troubleshooting practices to reduce ticket resolution time and maximize support performance
Own and drive delivery of technical content to the global support team
Design and create technical onboarding and everboarding training content
Identifying and understanding support inquiries and challenges, acting as their technical focal point and working to fill in gaps.

We're looking for a Support Delivery Manager (SDM) to join us.
The Support Delivery Manager is a customer-facing role responsible for driving success and ensuring an exceptional support experience for up to 4 strategic accounts. Acting as the lead advocate for customers, the SDM collaborates across teams to oversee support operations, align on strategic objectives, and ensure customers achieve maximum value from the product. The SDM stays on top of ticket statuses, drives solutions, and keeps communication clear and proactive. With a strong technical background, they help troubleshoot issues, spot trends, and guide customers through challenges. They also act as the main escalation point, run regular check-ins, and build solid relationships to ensure smooth collaboration.
Responsibilities:
Serve as the primary point of contact for up to 4 accounts, building and maintaining strong, long-term relationships with key stakeholders.
Conduct regular technical reviews to analyze support trends, ticket resolution progress, and critical issues, ensuring continuous improvement and maximizing product value realization
Offer high-level oversight, coordination, and comprehensive supervision of the various tickets managed across teams, including ILMM, NOCaaS, MDR and Support.
Oversee open support tickets for assigned accounts, monitoring trends and ensuring timely resolution within SLAs.
Continuously assess ticket handling efficiency, response times, and resolution quality, recommending process improvements to enhance support effectiveness
Collaborate and bridge communication between Support, Engineering, and Product teams to streamline issue resolution.
Act as the primary escalation point for critical customer issues, ensuring resolution efforts align with business impact and urgency
Communicate ticket progress, status updates, and resolution plans to customers clearly and promptly.
Analyze trends in support tickets to identify recurring issues and advocate for product or process improvements.
Provide Reporting on ticket trends and service overview.
Ensure thorough Root Cause Analyses (RCAs) are conducted and shared with customers when applicable.
Maintain customer-specific documentation to streamline ticket handling and improve efficiency.