Support Engineer

A global cybersecurity company focused on detecting and preventing strategic attacks on critical infrastructures, strategic facilities, and communication systems.

The product is a financial crime detection system that integrates with banking systems. By analyzing business transactions in banks, the system identifies financial crimes, primarily money laundering. This technology succeeds in detecting financial crimes that other rule-based systems, which do not use AI, fail to uncover.

The company is located in the Sharon area, operates with two work-from-home days, and has 200 employees globally, with 100 based in Israel.

Responsibilities

• Technical escalations - Resolve the most complex issues that are escalated from Tier 2 support

• Customer communication - Engage directly with customers on critical issues, providing clear and concise communication throughout the life cycle of the case

• Cross team engagement - work closely with RnD, Product, Delivery and CSMs to identify and resolve systemic issues, contribute to the overall version management and contribute to product improvements

• Training - Provide training to Tier 1 and Tier 2 Technical Support engineers helping to elevate the overall technical capability of the support team

• Knowledge management - Document solutions and best practices to assist other support teams and reduce future escalations

• Incident management - manage critical incidents end to end to ensure timely resolution and minimal customer impact

• KPIs - Adhere to strict KPI’s and SLAs both internally and externally

Requirements:

• 4 years of experience in a Tier 3 Support organization

• Strong analytical and troubleshooting skills with a proven ability to solve complex technical problems

• Proficiency in Kubernetes administration (Azure AKS, RedHat OCP), Min.io object storage, Jenkins, Linux system administration

• Experience with production monitoring tools

• Proven scripting experience (Bash, python, etc’)

• Familiarity with Spark and PySpark - an advantage.

• Hands-on experience with version-control tools such as GIT/BitBucket

• Business-oriented and able to work with external customers and cross-functional teams

• BSc degree in Computer Science, Engineering or related field

• Fluent in English