Customer Support Engineer

2 days ago

Rosh HaAyin, Central District, Israel Waterfall Security Full time ₪40,000 - ₪80,000 per year

Customer Field/Support Engineer

We are seeking a Customer Field/Support Engineer to handle post-sale technical activities and ensure successful deployment and support of Waterfall Solutions at customer sites. This role involves close collaboration with clients, providing both technical expertise and hands-on assistance during system implementation and ongoing maintenance.

Responsibilities

  • Provide Tier 1–3 technical support, including issue reproduction, troubleshooting, and documentation of system events.
  • Perform onsite and remote installations of Waterfall products worldwide.
  • Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
  • Conduct onsite customer training during initial installation and as needed thereafter.
  • Work closely with customers to engineer and optimize solutions integrating Waterfall products.
  • Collaborate with the Pre-Sales and Sales teams to understand customer requirements and assist with technical evaluations.
  • Manage assigned support cases and maintain accurate records in the company's tracking system.
  • Document all service and installation activities through detailed reports and logs.

Requirements (Mandatory)

  • 3–5 years of experience working with IT or OT infrastructures — including networking fundamentals, traffic capture and analysis, network protocols, security, and scripting (e.g., batch files).
  • Advanced proficiency in both Windows and Linux environments, including OS installation, system configuration, and debugging.
  • 3–5 years of experience as a Technical Support Engineer or in a similar customer-facing technical role.
  • Proven troubleshooting expertise for both software and hardware issues.
  • Excellent interpersonal and communication skills with a strong customer-service orientation.
  • Willingness to travel up to 40% of the time (as required).
  • Experience with multidisciplinary systems (hardware, software, and networking).

Advantages

  • Experience with database management and troubleshooting (MSSQL, MySQL, Oracle, PostgreSQL, MariaDB).
  • Knowledge of OSI PI and OPC data systems installation and support.
  • Familiarity with SCADA systems and Industrial Control Systems (ICS).
  • Experience in pre-sales or customer technical engagement.

Education

  • BS/MS in Computer Science, Engineering, or a related technical field.
Requirements
None

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