Support Engineer

To support the expansion of our business we’re looking to grow our team with the experienced support engineer based in Israel to support our EMEA and US customers.

As a support engineer, you are focused on providing exceptional technical support to our customers and collaborate with R&D and product teams to ensure all clients issues are resolved at the right time frame and priority. You will be responsible for managing and troubleshooting challenging issues/questions/integration while keeping constant communication with the clients.

This is a client facing role that requires not just technical and product knowledge but also soft skills to help our customers resolve their issues. As a Support Engineer at Docontrol, you will have an opportunity to learn new technology and the potential to expand the role as the team grows.

Requirements:

3 years previous experience as a technical support engineer in a SAAS environment - Must
Excellent communication skills, specifically with US customers
Knowledge in json, SQL, ability to read and understand coding - Must
Ability to learn new technologies, product components quickly
Strong sense of ownership and responsibility
Ability to adjust to changes quickly with attention to details
Self-starter with a track record of self-management and a team player
Technical background from the cybersecurity industry - advantage
Experience with tools like: Salesforce, Jira, Intercom, Slack, etc
Excited to work in a high-energy environment that moves fast
Working days and hours - Monday - Friday, 14:00 - 23:00

Role and responsibilities:

Work directly with DoControl’s customers to resolve product-related issues
Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication
Work with DoControl R&D and product teams on issues escalations and product requests
Make sure to keep constant communication with the client and according to defined SLA
Troubleshoot while utilizing different tools and environments (logs, DB, AWS)
Become a product expert and proactively suggest product improvements and issues
Enrich our client knowledge base with relevant technical information
Being a technical advocate for our customers, working closely with the customer success and sales teams to understand clients needs

Your total reward package!:

Hybrid work model
Competitive salary and benefits
A generous meal allowance directly added to salary
Advanced Study Fund
Sick leave paid from the first day
Equity - We are building an amazing company together! Which is why each and every employee is awarded equity in DoControl

The fun stuff:

An innovative and amazing work environment alongside passionate, energetic, and committed co-workers
A dog-friendly workplace
Reward and recognition program
Company wide events - both in person and zoom
Special Occasions Gifting program

Check out our Glassdoor and Great place to work pages:

https://www.glassdoor.com/Reviews/DoControl-Reviews-E5890383.htm
https://www.greatplacetowork.com/certified-company/7048552