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T3 Customer Support

3 days ago

Tel Aviv, Tel Aviv, Israel InspHire Full time


A state-of-the-art AI platform that provides real-time automatic threat detection for X-ray and CT checkpoints in airports, railway stations, and customs is looking for a T3 Support Manager.

Being faster and more accurate than the human eye can ever be, the company's platform allows unparalleled operational cost reduction while making the world a safer place to live in.

This company is revolutionizing the security screening world

The T3 Support Manager is a strategic position where you will play a key role in supporting multiple customers, projects, demos, and PoCs as a technological expert and leader.

You must handle and lead cross-company support efforts while aligning all stakeholders using excellent technical and communications skills.

In addition, you will take an active role in setting the foundations for the Customer Support operations - processes and tools.

Responsibilities

Support:

  • Support complex delivery projects, demos, and PoCs
  • Take an active part, hands-on, in delivery activities, including site visits where necessary
  • Resolve complex production issues at customers' sites
  • Set the infrastructure during Delivery activities - computer installations and NW settings

Leadership:

  • Mentor and guide company's T1 support engineers and partners
  • Define customer support operations requirements, establish new processes,, and improve support tools utilization
  • Serve as an expert-level technical resource during pre/post-sales phases
  • Provide inputs to the Product and R&D teams for future product improvements

Qualifications

  • Experience as a T3 support manager, FAE, Technical Account Manager (TAM), or equivalent roles - minimum 5 years experience
  • Exceptional leadership and interpersonal skills
  • Expert level, hands-on experience working with Linux (Ubuntu) OS
  • Should demonstrate high analytical thinking and problem-solving skills
  • Experience in configuring simple NW components and troubleshooting inter-server communications
  • Experience in SQL querying
  • Experience in using Zendesk, Jira, Confluence, or equivalent platforms
  • Experience in customer-facing positions - a plus
  • Experience in scripting languages - a plus 
  • Experience in working with T1 partners - a plus
  • Experience with BI tools - Google Looker and equivalent - a plus 
  • Willingness to travel - infrequent
  • English at Mother tongue level, verbal and written - highly desirable
  • Background and hands-on experience in screening and screening technologies (specifically X-ray and CT) - an advantage