We are seeking a dynamic and experienced Senior Solution Engineer and Tech Support Lead to join our global team.
This role will be responsible for managing a global team in the US, overseeing support operations from Israel, and leading critical support processes, monitoring, and incident management.
Responsibilities:
Manage and mentor a team of support engineers based in the US, ensuring the efficient resolution of customer issues and escalations.
Provide hands-on support during European time zones when needed.
Lead and optimize support processes, including incident management, monitoring, and performance metrics.
Act as the primary point of contact for customer communication, effectively managing expectations and ensuring the timely resolution of issues.
Collaborate closely with cross-functional teams to develop appropriate customer solutions and enhance use cases, clearly demonstrating the value of our solutions to customers.
Provide technical expertise and guidance to both internal teams and customers on product implementation and troubleshooting.
Continuously evaluate and improve support strategies to enhance customer satisfaction and retention.
Stay updated with industry trends and best practices to integrate into our support methodologies.
This role will be responsible for managing a global team in the US, overseeing support operations from Israel, and leading critical support processes, monitoring, and incident management.
Responsibilities:
Manage and mentor a team of support engineers based in the US, ensuring the efficient resolution of customer issues and escalations.
Provide hands-on support during European time zones when needed.
Lead and optimize support processes, including incident management, monitoring, and performance metrics.
Act as the primary point of contact for customer communication, effectively managing expectations and ensuring the timely resolution of issues.
Collaborate closely with cross-functional teams to develop appropriate customer solutions and enhance use cases, clearly demonstrating the value of our solutions to customers.
Provide technical expertise and guidance to both internal teams and customers on product implementation and troubleshooting.
Continuously evaluate and improve support strategies to enhance customer satisfaction and retention.
Stay updated with industry trends and best practices to integrate into our support methodologies.
Requirements:
Bachelors degree in Computer Science, Engineering, or a related field; or equivalent practical experience.
Proven experience (5 years) in a senior technical support or solution engineering role, ideally in AI solutions for B2B sectors.
Strong leadership and team management skills, with experience managing remote teams.
Excellent problem-solving abilities and a strong technical aptitude for understanding complex technical issues.
Exceptional communication skills, with the ability to interact confidently with customers and internal stakeholders.
Experience with incident management tools and processes (e.g., JIRA, Zendesk, etc.).
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Willingness to travel abroad (once a quarter) to support client onboarding.
Preferred Qualifications:
Certifications in relevant technologies (e.g., ITIL, AWS, Azure, etc.).
Experience working in a global or distributed team environment.
Bachelors degree in Computer Science, Engineering, or a related field; or equivalent practical experience.
Proven experience (5 years) in a senior technical support or solution engineering role, ideally in AI solutions for B2B sectors.
Strong leadership and team management skills, with experience managing remote teams.
Excellent problem-solving abilities and a strong technical aptitude for understanding complex technical issues.
Exceptional communication skills, with the ability to interact confidently with customers and internal stakeholders.
Experience with incident management tools and processes (e.g., JIRA, Zendesk, etc.).
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Willingness to travel abroad (once a quarter) to support client onboarding.
Preferred Qualifications:
Certifications in relevant technologies (e.g., ITIL, AWS, Azure, etc.).
Experience working in a global or distributed team environment.
This position is open to all candidates.
