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Revenue Analyst. JB-82

Israel, Herzliya -Tel Aviv

Technical Support Team Leader - JB-103

Israel, Herzliya -Tel Aviv

Essential Duties and Responsibilities

  • The candidate will oversee a team of 5-6 experienced support engineers (tier 2 and Tier3 professional level) from Israel and Overseas.
  • Will assist the director of Support and Fast response department and be responsible for  handling issues from the main Essence Paying customer. 
  • Will be responsible for technological skills development of his team members
  • Provide technical support in analyzing, diagnosing, replicating and troubleshooting customers reported issues to resolution
  • Communicate technically complex remedies, solutions or workarounds in a clear and concise manner.
  • Install, demo and report back on installations of software (features/bugs/improvements)
  • create reproducible test cases, when necessary, for customer reported issues
  • Report and submit product defects in the bug tracking system
  • regular follow ups with customers with recommendations, updates and action plans
  • will accompany the R&D different department on new features and will be responsible to influence on design and use cases from Support and customer point of view

An ideal candidate has

  • At least 2 years as a support team leader
  • Bachelor’s degree and support experience.
  • Fluent English (writing and speaking) – mandatory
  • Hands on Experience in one or more of the following fields – HW, SW, RF and wireless Communication -must
  • Familiar with network software diagnostic tools, such as Wireshark and fiddler - an advantage
  • Knowledge with IT terminology, APIs – Preferred
  • Technical experience in networking – advantage
  • Knowledge in SQL and Databases – advantage
  • Knowledge with RF Testing equipment, traffic generators, network sniffer – advantage
  • High organizational skills and ability to multi-task, ability to self-manage and take initiative – Must
  • Excellent interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/ or ambiguous situations
Apply now