Technical Support Manager

1 week ago

Center District, Israel Waterfall Security Solutions Full time ₪90,000 - ₪120,000 per year

We are looking for a Customer Field/Support Manager for post-sale activities.

The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support of Waterfall Solutions at the customer's site.

Responsibilities:

  • Provide Tier 1-3 level support including reproduction and documentation of system events.
  • Lead, mentor, and motivate the support teams, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service.
  • Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence.
  • Onsite and Remote installation Worldwide.
  • Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
  • Perform onsite customer training during initial installation and ongoing as required.
  • Collaborate with customers to engineer effective solutions incorporating our product.
  • Collaborate with the Pre-Sales and Sales Team as needed to educate as well as get customer needs/requirements.
  • Monitor all assigned cases for customer support and update all activities on the company tracking system.
  • Documents service and installation actions by completing forms, reports, logs, and records.

Requirements Mandatory
:

  • 3 to 5 years' experience working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
  • Advanced level – Windows and Linux environment mastering including OS installation, system modification, and debugging.
  • 3 to 5 years of experience as a Technical Support Team Leader/Manager or similar role.
  • Proven troubleshooting capabilities of software and hardware issues.
  • Great customer interpersonal and communication skills.
  • Availability for frequent traveling
  • Experience with multidisciplinary systems.

Advantages:

  • High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB.
  • Experience with OSI PI and OPC data systems installation and support.
  • Familiarity with SCADA – high level.
  • Presales background
  • Knowledge of Industrial Control Systems (ICS).

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