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Job Opportunity: Technical Support Lead

 
Date   Dec 08
 
Listing No.   IE262413
 
Sector   Hi-Tech, Technology & IT
 
Region   Center
 
City/Yishuv   Tel Aviv
 
 
Technical Support Lead
 
We are searching for experienced Technical Support Lead that will bring our Technical Support team to the next level.

Responsibilities:

Overseeing work of technical support while performing hands-on activities
Provide technical support to worldwide customers and partners over web, phone, mail
Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner;
Run online sessions with customer to understand and troubleshoot issues, providing workarounds and solutions;
Perform root cause analysis for technical issues;
Document problem resolution steps, maintain and update internal knowledge base
Work closely with R&D and Customer Success team

Requirements:

Minimum 2-3 years of experience being senior support engineer or support lead in a software vendor company
Knowledge of L2/L3 technical support processes
Previous experience with technical services for international customers
Fluent spoken and written English – a must
General understanding of virtualization, system and storage concepts (e.g. LUN, WWN, SAN/NAS, Cluster, VM, Virtual network, Container)
Highly technical and analytical thinker
Hands-on experience with Windows / Linux / VMware / Windows AD, GPO / Shell scripting / AWK / SQL – an advantage
 
 
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