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Technical Support Engineer
·Israel
On-siteFull-timePublic Safety
Responsible for providing technical support, troubleshooting platform issues, managing escalations, and ensuring timely resolution. Experience with Linux, networking, containers, and CRM systems. Excellent communication skills in English. Based in Tel Aviv, full-time.
Responsibilities
- Own customer cases end-to-end from escalation to resolution
- Investigate, troubleshoot, and resolve technical issues on the platform
- Apply structured problem-solving using internal documentation and tools
- Ensure timely and accurate customer communication throughout case lifecycle
- Maintain clear documentation in CRM
- Escalate complex issues to upper-tier support or engineering
- Partner with TAMs for unified customer support
- Participate in internal discussions to improve case handling
- Contribute insights from recurring issues to product stability
- Collaborate globally and manage handovers across time zones
- Contribute to internal documentation and best practices
- Support continuous improvement of tools and processes
Requirements
- 3+ years technical support experience
- CRM/case-management system experience
- Strong Linux proficiency
- Solid networking and modern infrastructure knowledge
- Strong analytical and troubleshooting skills
- Excellent English communication skills
- Ability to manage multiple issues in a fast-paced environment
- Experience in cybersecurity, intelligence, or enterprise software
- Familiarity with Kubernetes, cloud, or scripting
- Global/multi-region support experience