Support Engineer

To support the expansion of our business we’re looking to grow our team with the experienced support engineer based in Israel to support our EMEA and US customers.

As a support engineer, you are focused on providing exceptional technical support to our customers and collaborate with R&D and product teams to ensure all clients issues are resolved at the right time frame and priority. You will be responsible for managing and troubleshooting challenging issues/questions/integration while keeping constant communication with the clients.

This is a client facing role that requires not just technical and product knowledge but also soft skills to help our customers resolve their issues. As a Support Engineer at Docontrol, you will have an opportunity to learn new technology and the potential to expand the role as the team grows.

Role and responsibilities:

• Work directly with DoControl’s customers to resolve product-related issues
• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication
• Work with DoControl R&D and product teams on issues escalations and product requests
• Make sure to keep constant communication with the client and according to defined SLA
• Troubleshoot while utilizing different tools and environments (logs, DB, AWS)
• Become a product expert and proactively suggest product improvements and issues
• Enrich our client knowledge base with relevant technical information
• Being a technical advocate for our customers, working closely with the customer success and sales teams to understand clients needs
  
  

• 3 years previous experience as a technical support engineer in a SAAS environment - Must
• Excellent communication skills, specifically with US customers
• Knowledge in json, SQL, ability to read and understand coding - Must
• Ability to learn new technologies, product components quickly
• Strong sense of ownership and responsibility
• Ability to adjust to changes quickly with attention to details
• Self-starter with a track record of self-management and a team player
• Technical background from the cybersecurity industry - advantage
• Experience with tools like: Salesforce, Jira, Intercom, Slack, etc
• Excited to work in a high-energy environment that moves fast
• Working days and hours - Monday - Friday, 14:00 - 23:00
  
  

• Hybrid work model
• Competitive salary and benefits
• A generous meal allowance directly added to salary
• Advanced Study Fund
• Sick leave paid from the first day
• Equity - We are building an amazing company together! Which is why each and every employee is awarded equity in DoControl
  
  

• An innovative and amazing work environment alongside passionate, energetic, and committed co-workers
• A dog-friendly workplace
• Reward and recognition program
• Company wide events - both in person and zoom
• Special Occasions Gifting program
  
  

• https://www.glassdoor.com/Reviews/DoControl-Reviews-E5890383.htm
• https://www.greatplacetowork.com/certified-company/7048552