Technical Support- Level 3

About The Position

Percepto is the leading provider of autonomous inspection and monitoring solutions, harnessing robotics, including our very own market-leading industrial drone-in-a-box solution. Our team is made up of software and hardware engineers, industry experts and professionals who are all passionate about innovation and driven to push the boundaries of what’s possible with software, AI, and hardware. We are a fast-growing company with offices in Israel, the U.S. and Australia, with Fortune 500 clients around the world. Our company growth is not stopping any time soon, and we are looking for great talent like you to join our team!

We seek an experienced Technical Support Engineer to join our Support Team. This position offers a substantial opportunity to exercise your in-depth knowledge of hardware and software platforms. You will work with a variety of customers and will play a critical role in their day-to-day support.

Why join Percepto? We care about the people we work with; we want our team members to grow and develop professionally, to find their job rewarding and intellectually stimulating, and of course - to have fun and feel that they are part of the Percepto family.

Responsibilities
Act as the highest tier within the support organization.
Assume ownership of technical issues reported by our customers and triage them as needed
Process customer inquiries containing technical issues and/or feedback, and provide solutions and resolutions
Adhere to procedures for proper escalation of issues to the appropriate internal teams and key stakeholders
Manage and maintain updated records of failures, maintenance activities, and bugs
Support on-site activities for both technicians, customers, and sub-contractors
Contribute to the company's support knowledgebase and manage and maintain relevant support guides/articles
Maintain the company's SLAs as established for supporting our customers
Requirements
BS degree in Computer Science, Information Technology, or equivalent
Proven work experience as a Technical Support Engineer, Product Support Engineer, or similar role (1-3 years)
Hands-on experience with Windows and Linux operating systems
Hands-on experience with network-related architecture and cloud-based systems
Experience with and understanding of firewalls and port configuration
Solid understanding of how hardware and software platforms interact with one another
Effective troubleshooter and problem-solver
Exceptional English communication skills – both written and oral
Ability to prioritize varying workloads and communicate technical issues to stakeholders
Strong familiarity with CRMs and ticketing/support systems (Zendesk, Salesforce, Intercom, Freshdesk)

Nice To Have

Experience with UAV/UAS systems
Spanish fluency – both written and oral