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Technical Support Lead

Israel

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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