Support Engineer - EMEA

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Support Engineer - EMEA

Tel Aviv, Israel

• Full-time
  
  

• Provide high-quality technical support to customers via various channels (email, chat, phone).
• Troubleshoot and resolve issues promptly and effectively.
• Collaborate with customers to understand their needs and provide tailored solutions.
  
  

• Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
• Stay updated on product enhancements, new features, and industry best practices.
  
  

• Analyze and diagnose technical issues reported by customers and provide timely resolutions.
• Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
• Document troubleshooting steps and solutions for internal and external knowledge bases.
  
  

• Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
  
  

• Contribute to the development of documentation to streamline support processes.
  
  

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in a technical support role for SaaS software.
• Knowledge of cyber security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
• Knowledge of Git and its processes
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced environment and handle multiple priorities.
• Proven track record of delivering exceptional customer support.
• Experience working with APIs
• Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g Grafana) for identifying and resolving issues.
• Experience using a support ticketing tool (i.e. Zendesk)