Technical Support Engineer

Job Description

We are looking for a technical support engineer to join our customer success team in Israel, build the technical foundation of the team and be the day-to-day liaison of the customer success support work with the R&D functions.
As we build our business around customers value and satisfaction, this is a critical position for our success.


Our Ideal Technical Support Engineer candidate:

• Has the ability to dive deep into product, preferably with identity or authorization security experience.
• Problem solver, finding solutions and temporary workaround.
• Understands and has experience in the startup environment mentality or moving fast and executing faster.
• Self-driven and works well with other sales, product management engineering.
• Has experience in setting up and working with CS tools and setting up technical processes .
• Enjoys making customers raving fans of their product & company.

Responsibilities:

• Part of customer success team and potentially own directly customers in the region (EMEA and IL).
• Provide technical support to Authomize customers, internal teams, and partners.
• Troubleshoot and resolve complex technical problems reported by customers.
• Work closely with the customer, customer success teams, sales engineering, and engineering teams to solve out-of-the-box issues.
• Deliver product patches and workaround to customers.
• Provide feedback to sales, marketing, product management, and engineering to improve product service, design, and quality.
• Present technical concepts in a clear manner.
• Document case progress and technical details throughout support lifecycle and document problem solutions in customer success knowledge base.
• Provide rotational on-call support.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.

Job Requirements

• Professional software support experience, preferably in enterprise security software, identity, or authorization security spaces (3+ years).
• Proven track record of troubleshooting techniques: use of all available resources, documentation, online resources, testing, and other team members’ knowledge.
• Fluency working with cloud services (AWS, Azure, Google Cloud).
• Programming (Python) – an advantage.
• Sysadmin experience (Linux) – an advantage.
• Kubernetes experience – an advantage.
• Experience in integrating with other products and troubleshooting API and product connectors.
• Excellent written and verbal communication skills.
• Able to empathize with the client’s situation and to relate technical concepts to customers of all technical backgrounds.

We are an equal opportunity employer committed to creating a friendly, respectful, and inclusive environment. Our goal is to create an atmosphere that is a pleasure to work in and where there is an unbiased acceptance of others.