Senior Technical Support
Herzliya, IL
We are looking for a talented Senior Support Engineer to join our Client Operations team
- Troubleshoot and resolve most technical difficult and complicated issues
- Research, diagnose, troubleshoot product-related issues and identify solutions.
- Remotely train global customers and partners
- Follow standard procedures for proper escalation of unresolved issues and other customer’s needs to the appropriate internal teams
- Build and maintain strong relationships with the customers and partners
- Play your part in training and mentoring junior teammates by sharing your technical expertise and best communication practices
- Participate in developing documentation and Knowledge Base technical articles on the Company products
- Maintain deep knowledge of the Company operations and products to support client requests in the best possible way
- Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)
- 3+ years of proven experience as a Tier-2/3 Technical Support Engineer for enterprise (B2B) software
- Ability to work Monday to Friday
- Willing to provide “On Call” support during off hours weekends when required
- Experience supporting B2B customers with large, complex environments.
- Deep understanding of Windows OS (debugging and internals) ; Enterprise networks (Active Directory, SCCM, GPO) ; Linux (software installation and integration)
- Passion for troubleshooting, ability to come up with efficient solutions for uncommon issues
- Deep technical knowledge - experience with escalations or complex issues would be a serious advantage
- Ability to prioritize and switch between a variety of time-sensitive issues
- Creativity and ability to think outside the box
- Ability to work independently and as a team player
- Good communication skills and customer focus
- Fluent English (both written and spoken)
- Scripting knowledge & experience (Windows / Linux)
- Bachelor of Sciences in Computer Science
Apply
Required field