דרושים בתחום תמיכה טכנית

· Escalations, working directly with our users and Customer Success and on-field Support Teams abroad to solve problems and help them leverage all of XXX platform functionality
· Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
· Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
· Clearly communicate with customers and other internal teams about issues impacting their service
· Effectively verify that issues have been resolved
· Execute internal processes to streamline and scale support
· Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
· Reporting and knowledge base documentation is required

Requirements


· 2 or more years in a Technical Support/Network engineering related role at a SaaS company
· Cisco knowledge, mainly Unified Communication support and background is a must
· Hands On experience with Linux platform and services
· Basic understanding of SQL databases and basic Python\Shell scripting
· Must be a creative and analytical problem solver with proven success working independently
· Excellent written and verbal communication skills in English is required
· Eager and capable of learning new technologies as necessary
· High attention to detail and ability to stay organized in a fast paced, complex environment
· Have flexibility to cover non-standard work hours as needed
· Have a passion for customer service and helping others!
Big plus if you have any of the following skills:


· Familiarity with Jira, Zendesk
· Coding experience in a programming language
· Prior experience with user testing / QA
· Exposure to Customer Success
· Understanding of APIs

Learn customer’s OT and IT environments, challenges, risks, existing architecture and products and devise a SCADA overall solution and philosophy to build a coherent, comprehensive Cyber security solution.
· Consult the customer’s Cyber and IT Managers on how to optimally deploy the Company’s solution (architecture, location, sizing etc.).
· Assist the PS Engineers and the Customers Cyber engineers during the deployment and provide in-depth technical product training.
· Support and identify weaknesses post deployment and lead for solutions (based on white and black rules)
· Be the Technical Project Manager for the customer in the most significant and technical projects
· Identify gaps in the product vs Customer needs, design and lead customization activities where possible, and impact product roadmap.
· Prepare technical chapters in tenders and customer requests
· Take the lead and define the POCs process, capabilities and environment and make sure it is up-to-date

2-3 years as a Technical expert In Cyber Security environments and products such as Firewalls, as well as existing IT Systems and Networking Architectures (VMWare, Storage systems, Switches, Routers, TCP/IP Protocols etc.).
· In-Depth technical understanding of OT networking environments and protocols (common PLC such as siemens, Schneider, Rockwell)
· Proven skills working with Wireshark for PCAP analysis and Black rules insights
· Linux basic capabilities mostly commands
· Experience in define and create AWS POC environments
· Experience in configuring PLCs – big advantage
· Experience as network Cyber security analyst – big advantage
· 2-3 years’ experience in programming focus on scripting capabilities – big advantage
· Excellent customer facing communication skills (verbal and written) in the English language and Presentation skills
· Quick thinking, quick and self-learning, ability to absorb and identify technical issues thoroughly.
· High explanatory capabilities
· Willingness to travel frequently to customer’s premises (worldwide)

Must:
Good knowledge of Linux OS systems, especially Ubuntu/Debian.
Knowledge/experience in scripting languages such as Bash.
Debugging skills.
Experience working with Databases, run simple queries.
IT skills, as networking and network troubleshooting.
Strong troubleshooting and problem solving skills.
High energy and positive attitude.
Knowledge working in Agile style.
Fluent English(read/write/speak).
Excellent customer service skills.

Advantages:
Knowledge/experience with Python/Java/C# or any similar programming language.

Requirements:
" Bachelor's in computer engineering/computer science, or related field
" Approximately 3 years of experience with developing technical software
" Extensive knowledge in various programming languages (Java, Perl, PHP, JS, etc.)
" Experience in Linux/UNIX environments
" Experience in the Network Security space - advantage.
" Strong customer service skills
" Highly organized and detail-oriented
" Creative, analytical, and driven to achieve results
" Thrives in a fast-paced work environment
" Excellent problem-solving skills
" Context switching and "out-of-the-box" thinking abilities
" Team player, pleasant person to work with, high level of integrity
" Excellent written and verbal communication skills in English