Technical Customer Support Specialist

MATICS is seeking a highly committed and experienced Technical Customer Support Specialist to join our team.

About MATICS:

MATICS is a Manufacturing Intelligence Platform built for production floors seeking to consistently improve operational performance.

We connect every machine, line, and system across the shop floor into a single live view, giving operations teams the real-time clarity to hit production targets consistently, shift after shift.

We're a product-driven company building in a market that's moving fast. If you want to work on something manufacturers actually use on the floor every day, we'd like to meet you.

Role Overview:

We are seeking a highly motivated and customer-centric Technical Customer Support Specialist to join our growing team. In this role, you will be the first line of communication with our customers, ensuring their technical and operational issues are resolved efficiently and effectively. As a critical member of our Customer Care Group, you will play a key role in driving customer satisfaction, retention, and success by delivering timely and professional support. This position offers the opportunity to shape support processes, contribute to customer success strategies, and provide insights for product improvements.

Responsibilities: 

As a focal point for our customers, you will need to improve our overall customers’ experience by analyzing and supporting their knowledge transfer tools and constantly looking for solutions to problems by providing fast and professional responses.

You will have to:

• Gain expertise in MATICS product and system to troubleshoot product, infrastructure (servers, DB), and communication (routers) issues
• Respond to technical support inquiries quickly and accurately via chat and JIRA
• Take ownership of both local and international customer-reported issues end-to-end
• Work collaboratively with sales, success, and other teams to ensure smooth operation and the best experience for our customers 
• Work closely with Product and R&D teams to improve product research, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Demonstrate strong communication skills and the ability to develop strategic, ongoing customer relationships

Requirements:

• B.Sc Computer Science / B.Sc Industrial Engineering - Advantage
• 2+ years of proven experience in technical customer support
• TCP/IP network and WIFI MESH deployment understanding
• Experience with SQL queries
• Experience with JIRA or another ticketing system
• A customer-centric mindset with a proactive, analytical approach to solving technical challenges and ensuring high user satisfaction
• Self-motivated, a team player with a high level of dedication
• Fast learner, with strong analytical and problem-solving skills
• Strong multitasking and prioritization skills
• Excellent interpersonal and communication skills (written & verbal) in both English and Hebrew 

Advantage:

• Linux – basic knowledge
• Interfaces & mapping understanding
• Working with the industrial or manufacturing segment
• Familiar with working with Raspberry Pi & Forti

What we offer:

MATICS is a workplace that encourages an open culture. Everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are passionate about innovation and striving for success. 

Our offices are located in Matam – Haifa