Support Engineer

About the Company

Septier Communication Ltd. is a recognized leader in the dynamic world of cellular monitoring, analysis and interception systems solutions. Septier conceptualises, builds and delivers a wide range of tailor-made products to clients worldwide including law enforcement, rescue organisations, telecom service providers, and more. Septier is headquartered in Petach Tikva, Israel with offices and representatives spread out across the globe.

Location: On-site, Petach Tikva

Employment Type: Full-time

Position Overview

We are seeking a customer-oriented Support Engineer to join our team. The role is responsible for receiving and handling incoming customer issues, documenting them accurately, and tracking them through to resolution. The successful candidate will ensure Conformance to SLAs, maintain a high level of organization, and escalate issues to the relevant departments when needed. This role requires the ability to motivate and coordinate with internal technical teams and departments across the organization, driving customer issues through to resolution.

Key Responsibilities

• Receive and handle incoming customer faults and support requests with strong customer service orientation.
• Document and track faults from initial report through to resolution.
• Ensure adherence to SLA requirements across all open issues.
• Maintain order and organization across ongoing cases and follow-ups.
• Escalate and transfer faults to the relevant internal departments as needed.
• Motivate and coordinate with technical teams to drive timely resolution of issues.
• Collaborate effectively as part of a team-oriented support environment.
• Independently learn new topics and resolve Tier-1 level issues quickly and effectively.

Requirements

• Strong customer service orientation and high availability.
• Basic understanding of RF - advantage.
• Basic understanding of Linux - advantage.
• Basic troubleshooting skills (Tier 1 level) - advantage.
• Basic IT skills- advantage.
• Ability to work under SLA requirements.
• Excellent organizational skills and attention to detail.
• Strong interpersonal and communication skills.
• Ability to work independently as well as part of a team.