The
Support/Noc engineer role focuses on understanding business, product &
technology. You will be responsible for providing world-class support to
international customers and internal stakeholders. In its heart is the ability
to monitor, troubleshoot and proactively manage customer engagements through
technological analysis and outstanding communication skills and in multiple
channels. The role will be performed in 3 shifts (morning, evening and night)
from our offices in Tel Aviv.
Your
responsibilities will include:
·
Prioritization, diagnosis and resolution of routine
customer inquiries
·
Troubleshooting problems and assisting customers with
product adoption and usage inquiries
·
Escalation and follow up on unresolved issues, serving
as first escalation point including off-hours
·
Management of customer interaction with utmost
professionalism
·
Monitoring of Production systems and functions
·
Managing the day to day operational activities &
monitoring systems
·
Definition and building the support and Noc systems and
infrastructure
·
Providing guidance and building and maintaining the
knowledge base
Experience/Skills
required:
·
Ability to operate in a 24/7 operational environment as
a first escalation point
·
Excellent communication skills (verbal as well as
written)
·
Fluent in English (or equivalent verbal and written)
·
Ability to handle stressful situations with a level
headed approach and comply with tight deadlines
·
Proven analytical, technical, and problem-solving
skills
Advantages:
·
Academic degree in Computer Science/Industrial
Engineering or other scientific degree
·
Experience in a multinational organization
·
Background in the software SaaS organization and
Ecosystem
·
Experience with monitoring and support systems
·
Familiarity with website building HTML, JavaScript
·
Scripting/programming knowledge