About Xsight Systems:

 Xsight Systems is a global leader in advanced hazard detection solutions, committed to ensuring aircraft safety during takeoff and landing. Our proprietary AI-powered sensing platform plays a crucial role in reducing runway safety events at international airports and Air Force bases worldwide. Come work with cutting-edge aviation technologies and be part of our innovative team.

We are looking for a talented and experienced Customer Success & Support Engineer, reporting directly to the Head of Customer Success Team. 

This role combines technical support, customer engagement, and success management, ensuring the smooth operation, adoption, and satisfaction of Xsight Systems’ platforms installed in airports globally.

Responsibilities:

• Act as the primary technical and success contact for customers and partners, providing Tier 1 & 2 support and ensuring high customer satisfaction.

• Build and maintain strong customer relationships, understanding their needs, pain points, and ensuring they maximize the value of Xsight’s solutions.

• Proactively engage with customers to drive adoption, resolve issues, and improve system performance.

• Assist with Xsight projects and new installations, ensuring smooth deployment and customer onboarding.

• Manage customer hardware logistics issues, ensuring resolution according to the defined SLA.

• Handle and track support service requests, ensuring timely issue resolution and follow-up in accordance with severity and SLA.

• Monitor system performance proactively, detect potential issues, conduct troubleshooting and take action to prevent downtime.

• Conduct and evaluate daily, weekly, and monthly Health Checks to maintain system stability and performance.

• Perform fault isolation and root cause analysis for technical issues, implementing long-term solutions.

• Test pre-released software versions and new feature implementations, ensuring seamless integration for customers.

• Work closely with cross-functional teams, including R&D, Product, and Operations, to efficiently resolve customer issues and improve product offerings.

Requirements:

• 5+ years of experience in a customer-facing technical support or customer success role.

• Strong troubleshooting and problem-solving skills in hardware/software integrated systems.

• Proven experience in customer success strategies, ensuring customer satisfaction and retention.

• Excellent communication skills with a customer-first mindset.

• Ability to work in a dynamic, global environment and travel when required.

• Foreign passport – an advantage.

   Education:

• Bachelor’s degree in computer engineering, computer science, information systems, systems engineering, or equivalent experience.