Technical Support Engineer

About Visual Layer:

Visual Layer is on a mission to transform how visual data is utilized across industries. We are building a single access layer for all visual data that allows users to seamlessly explore, search, and organize vast amounts of unstructured images and videos with ease.

Based on our popular open-source project fastdup (400,000+ installations!). Visual Layer's solution leverages a proprietary graph engine built for graph analytics & search on a very large-scale data. Our cutting-edge platform empowers organizations in government, defense, and Fortune 500 enterprises to unlock insights, explore, manage, and search massive amounts of visual data like never before.

Visual Layer is backed up by top1 tier US VCs Madrona & Insights partners and has offices in Tel-Aviv & Stanford.

What we are looking for:

We are seeking a highly skilled and motivated Technical Support Engineer to establish our support team. The ideal candidate will have a strong technical support background, excellent problem-solving skills, and a passion for helping customers resolve technical issues. As a Technical Support Engineer, you will be the first point of contact for our customers, providing expert assistance and ensuring a positive customer experience.

Key Responsibility:

• Customer Support: Provide timely and effective technical support to customers on-site and remotely. Troubleshoot and resolve technical issues related to our products and services.
• Problem-Solving: Diagnose and resolve related to our products and services. Escalate complex problems to the next tier when necessary.
• Documentation: Maintain accurate records of customer interactions and technical issues in our support ticketing system. Create and update knowledge base articles to assist customers and internal teams.
• Product Expertise: Develop a deep understanding of our products and services to provide knowledgeable support and guidance to customers.
• Collaboration: Work closely with engineering, product management, and quality assurance teams to identify and resolve product-related issues. Provide feedback on product improvements based on customer interactions.
• Training: Assist in training new team members and contribute to the development of training materials and resources.
• Continuous Improvement: Stay up-to-date with industry trends and emerging technologies. Proactively identify opportunities to improve support processes and customer satisfaction.

Qualifications:

• Experience: Minimum of 5 years of experience in a technical support or similar role.
• Security clearance: Must have at least Level-2 security clearance
• Technical Skills:

1. High level of proficiency with Docker, Postgres, bash and python scripting, Linux.
2. Kubernetes knowledge is a strong advantage.
3. Familiarity with AWS is an advantage.

• Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users.
• Problem-solving skills: Strong analytical and problem-solving abilities. Ability to work independently and as part of a team.
• Customer Service: A strong commitment to providing exceptional customer service and a positive customer experience.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.