Customer Support Engineer

About BioT:

Bio-T is a VC-backed startup developing an IoMT (medical IoT) software platform, enabling MedTech and Pharma companies to provide remote care via medical devices instantly and securely.

• We are ideally positioned to win – as industry pioneers we are looking to expand to new territories and verticals. With us, you will be able to maximize your talent and skills and grow together from a promising start-up to a large-scale company
• We have a golden opportunity - 45,000 medical device companies worldwide are looking to connect their products, and we can make it happen for them.
• We have the technology – it's a kick-ass platform with an ambitious vision, and it's already out there in the market
• We have a purpose - to help people by improving remote patient treatment and healthcare. If you want to be part of something meaningful, your place is with us!
• We have a winning BioTeam - with experienced professionals and executives in IoT, cloud, cybersecurity, medical devices, and healthcare. Our people love working together, come and see for yourself :)

About The Role:

As a vital member of our Customer Success and Support group, you will play a key role in ensuring the satisfaction and success of our customers. You will be responsible for providing prompt resolution and exceptional customer service, offering technical support, driving the onboarding process, and collaborating with various teams to address and escalate issues effectively.

This role has the potential to evolve into a hybrid position that includes elements of customer success. 

Key Responsibilities:

• Provide timely and effective resolution to customer inquiries, ensuring high levels of customer satisfaction.
• Offer technical support to both existing customers and prospects, addressing concerns and resolving issues efficiently.
• Drive the customer onboarding process, which includes conducting product training, assisting in implementation, and ensuring fast time-to-value for customers.
• Collaborate closely with BioT R&D and DevOps teams to diagnose, troubleshoot, and escalate customer issues appropriately.
• Develop and maintain technical documentation, including BioT developer guides, FAQs, and troubleshooting resources to aid customers.
• Write configuration and automation scripts, both for our customers and for internal use, to streamline processes and enhance efficiency.

Requirements:

Essential:

• Minimum 3-4 years of experience in technical roles such as Developer, Support Engineer, or similar. 
• Minimum 2 years of experience in Support/Customer Success roles, demonstrating a strong track record of customer satisfaction and issue resolution.
• Proficiency in at least one scriptable language (e.g., JavaScript, Python).
• Solid understanding of database SQL querying and database management.
• Familiarity with cloud-based applications, preferably experience with AWS.
• Advantage: B.Sc. in Computer Science/Software Engineering or equivalent.

Skills:

• Excellent communication and presentation skills, with the ability to convey complex technical information to diverse audiences.
• Strong problem-solving abilities, with a creative approach to developing customized solutions.
• Exceptional organizational skills and attention to detail.
• Analytical mindset, with a knack for troubleshooting complex issues.
• Ability to work both independently and collaboratively within a team environment.
• Proficiency in written and verbal communication in Hebrew and English.

Personal DNA:

• Strong interpersonal skills, a customer-focused mindset, and a collaborative team player.
• Self-motivated with a passion for continuous learning and skill development.
• Quick learner, adaptable to new technologies and technical environments.
• Proactive and resourceful, with a can-do attitude towards problem-solving.

Our head office is located at Petach-Tikva & We work in a hybrid mode

The job is open to both women and men.