סקירה כללית
Why Join Us? We are looking for a Technical Support Engineer to join our Support team and provide high-quality technical assistance to customers and partners. In this role, you will work with advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience. You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support. Key Responsibilities * Provide first-line technical support to customers and partners via chat, phone, and email * Assist customers with basic configuration, troubleshooting, and usage of security and networking solutions * Handle support service requests end-to-end, including proper logging, tracking, escalation, and follow-up * Perform initial fault isolation and analysis for networking and security-related issues * Review logs, traffic captures, and system data to help identify root causes of technical problems * Collaborate closely with senior support engineers and internal teams to resolve customer issues effectively * Follow established troubleshooting methodologies, documentation standards, and best practices * Continuously learn and develop technical skills through training, mentoring, and hands-on experience Qualifications * Graduate of an IT or networking course from a recognized college, or holder of a valid industry-recognized IT or networking certification (e.g., CCNA, Network+, Azure Fundamentals) * Strong technical orientation and curiosity for technology * Basic understanding of networking concepts * Excellent written, reading comprehension, and spoken English skills * Service-oriented mindset with a genuine interest in supporting customers * Strong problem-solving skills and ability to work effectively in a team environment * Strong autonomous learning capability with the ability to rapidly adapt to new technologies and evolving environments. * Customer service experience – an advantage * Availability to work Monday–Friday * Work schedule includes at least 4 days from the office * Commitment to remain within the Technical Support (TAC) organization for a significant period, during which career development opportunities may be available within TAC
דרישות המשרה
* Provide first-line technical support to customers and partners via chat, phone, and email * Assist customers with basic configuration, troubleshooting, and usage of security and networking solutions * Handle support service requests end-to-end, including proper logging, tracking, escalation, and follow-up * Perform initial fault isolation and analysis for networking and security-related issues *
