Support & Deployment Engineer

For a dynamic and rapidly expanding company
Solution Deployment
• Perform all Deployment-related tasks needed e.g. design ,installation, document, etc.
• Provide technical solutions, architecture and corresponding collateral
• Collect and analyze the requirements from all entities pertinent to the proje.
• Working closely with Program Management; Communicate, coordinate and work with the various internal departments and functions to address all technical aspects of the project
Solution Support
• Deliver timely and accurate remote and onsite technical support
• Take strict and proactive end-to-end ownership of Customer/Partner reported issues from issue report to Customers’/Partners’ acceptance of the resolution (email, phone, onsite), including:
o Remote issue diagnosis and troubleshooting.
o On-site assistance if required.
o Case escalation management.
o Detailed record keeping (Support Case) of reported issues, including photos and videos provided by partner or customer.
o Identify opportunities, help map the customer/partner journey, identify risks and raise appropriate flags.
o Issue replication in the lab.
o Resolution documentation and delivery.

• Creation of Knowledge-based articles.
• Review and provide input into product and maintenance documentation development.
דרישות התפקיד
• Detail-oriented with strong technical troubleshooting and problem-solving skills.
• Experience with customer support case management systems and related processes.
• A self-motivated team player with superb time and multi-project management skills.
• Experience and hands-on working knowledge of:
o HVAC systems, including facility water loops, chillers, CRAC units, CRAH units, and their integration.
o Working knowledge of data center electrical power systems, including voltage, phase, current (amperage), and power distribution.
• Experience delivering remote and onsite support for IT technologies in large-scale Data Center operations.
• Strong written and verbal customer and cross-functional team communication skills.
• A self-motivated team player with superb time and multi-project management skills.
• Able to travel internationally as required.
• Degree in Mechanical Engineering, or relevant technical field-advantage.