Senior Technical Support

Herzliya, IL

About the role:

We are looking for a talented Senior Support Engineer to join our Client Operations team

On this role you will:
  • 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.)
You have:
  • 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)
Will be nice that you have:
  • Scripting knowledge & experience (Windows / Linux)
  • Bachelor of Sciences in Computer Science
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