Support Engineer

A research company in the offensive cyber market specializing in intelligence gathering using cutting-edge and unique technologies. This involves high-end research for Tier 1 governments in Western countries.

The company was established in 2018 and has remained under the radar.

They offer excellent conditions, a non-formal atmosphere, a young company with lots of challenges, and actively engage in employee welfare and retention events.

The company is located in Tel Aviv, within walking distance from a train station, and combines work from home.

Responsibility

• Provide technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
• Take ownership of customer issues and follow problems through to resolution
• Manage escalations
• Evaluate root cause analysis to eliminate recurring customer issues
• Prioritizing customer issues according to their business priority.
• Handle incoming tickets through the Support portal independently and in a professional way
• Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality, usability related issues, and complex issues
• Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer’s development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
• Should be able to quickly replicate customer issues in the support test environment (Lab)
• Working closely with DevOps and the R&D organization to resolve customer issues quickly and effectively.

Qualifications:

• Two years of experience in technical service
• Experience in Windows and Linux operation systems
• High proficiency in English – reading, writing and speaking