Technical Support Engineer

Anodot is searching for an experienced Technical Support Engineer to join us.

What You'll Do:

• Investigating and troubleshooting complex customer issues while being responsible for following up, providing resolution, and verifying customer satisfaction.
• Collaborate with the development and product team, providing valuable input based on customer feedback to enhance product usability.
• Resolve problems independently and understand the correct escalation procedures.
• Manage multiple tasks in a short time and adhere to tight schedules.
• Provide reliable technical assistance to internal and external customers with complex and advanced product issues while serving as a technical lead focal point.
• Follow up with customers and internal teams for issue resolution, Manage bug workflows and work in close contact with related R&D teams.
• Maintain and manage our internal Knowledge Base.
• Be part of the customer's onboarding process
• Conduct customer training sessions on product features, updates, and optima usage

What You have:

• Minimum of 3 years experience as Technical Support in a cloud-based software company.
• Bachelor's degree in Industrial Engineering, Economics, Computers, Statistics or similar.
• Experience in the following areas: SaaS services, Cloud Solutions eco system (AWS/Azure/GCP)
• Advantage: AWS practitioner or Finops practitioner certificate.
• Ability to communicate effectively with customers verbally or in writing with excellent customer service skills (English and Hebrew)
• Advanced troubleshooting abilities and strong technical orientation
• Self-managed and team-oriented.
• Ability to manage multiple tasks quickly and adhere to tight schedules.
• Detail-oriented, precise.
• Strong critical thinking/ analytical skills with an entrepreneurial and proactive mindset.
• Experience with Zendesk, JIRA, Rest API platforms, SQL queries
• Experience working in an Agile environment.