Field Technical Support Representative jobs

Working Hours:

• Shift work, 24/7 availability.: Morning: 6am-14pm, Afternoon:14pm-22pm, Night: 22pm-6am
• This position is highly suitable for students.

• Previous experience in customer service is an advantage.
• Strong customer service orientation.
• High level of motivation.
• Excellent interpersonal skills.
• Presentable appearance.
• Fluency in both spoken English and Hebrew.
• Availability for a minimum of 4 shifts per week.

Work in a fast-paced call center environment and make outbound retention calls to existing clients who ask to quit and/or downgrade services on their account.

• Receive inbound retention requests from current clients or initiate proactive calls to clients with low usage, all in a high-intensity call center environment.
• Initiate calls to clients with past due fees in order to collect payment.
• Resolve drivers’ complaints / concerns through active listening, empathy and professionalism.
• Utilize proactive retention skills to turn requests for service termination or downgrades into engagement by identifying drivers’ needs.
• Increase drivers’ engagement and use.
• Identify and report systematic problems that could have negative impact on clients’ experience.
• Lead processes and projects in order to generate solutions to reduce client dissatisfaction.

• Minimum of 1-2 years of experience in a Call Center sales environment.
• Excellent computer skills, experience working with SAP and / or Sales Force.
• Experience in working in a goal-oriented environment.
• Strong oral communication skills.
• Excellent interpersonal skills to work effectively with teams throughout the organization.
• Ability to gain trust and confidence with clients.
• Ability to work independently.

Responsibilities:

Responsible for the full sales cycle to the Drivers:

lead conversation; data validation; identifying the driver's needs; suggesting the best package and closing deals by a monthly target.

The role will also include drivers training as a part of the deal closing and quality assurance and initial follow-ups and possible outbound activities.

• At least 2-3 year experience in B2C Telemarketing /Sales
• Managing sales process via Sales force - advantage
• High negotiating capabilities
• Ability to create outbound
• Working independently based on targets and goals
• Ability to gain trust and confidence with the different customers
• Ability to adjust quickly to a changing environment
• Strong ”can do” approach
• Strong oral and written communication skills

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

This role reports to Devops Director, Cortex product

You will be expected to be versed in the technical domains and be able to engage with an experienced cross-disciplinary staff . We are looking for someone with strong critical thinking and analytical skills, who is a self-starter, a great communicator and has demonstrated ability to build consensus at all levels, and is passionate about driving change in a dynamic fast-paced environment.

Your Impact

• Work closely with DevOps, SRE and platform engineering teams to orchestrate end-to-end delivery of complex infrastructure and product capabilities across multiple services and environments.

• Serve as the primary integration point between DevOps and development teams, ensuring smooth alignment on architecture, deployment models, CI/CD processes, reliability targets, and production readiness.

• Partner with product management to translate high-level requirements into technical execution plans, define realistic timelines, and track cross-team commitments.

• Maintain a system-level understanding of all moving parts: production change process, infra upgrades, migrations, capacity plans and rollout constraints.

• Identify and flag technical dependencies early, particularly those affecting infrastructure, deployment flows, monitoring, and scaling requirements.

• Drive and define change-management processes: release planning, rollout strategies, maintenance windows, gating criteria, risk assessments, observability readiness, and post-launch validations.

• Coordinate sprint plans, milestones, and execution cycles across DevOps and development organizations, ensuring teams deliver aligned increments that fit into broader program roadmaps.

• Provide regular communication to senior engineering leadership on execution status, blockers, architectural risks, and operational concerns.

• Work hand-in-hand with technical leads/architects to understand deep technical topics such as Kubernetes upgrades, multi-region deployments, data-store migrations, networking changes, or infra cost optimizations.

Your Experience

• 8+ years of engineering or technical program management experience, including 4+ years managing cross-functional infra/DevOps delivery programs at scale.
  

• Deep, hands-on understanding of SaaS DevOps domains: release orchestration, multi-region deployments, environment promotion flows, maintenance windows, incident lifecycle, change-management, and production readiness standards.
  

• Strong familiarity with Agile methodologies, sprint/iteration planning, and running large cross-team delivery cycles across infra and development organizations.
  

• Demonstrated ability to work with engineering teams to translate product and architectural requirements into detailed technical execution plans, functional specifications, test/validation criteria, and deployment strategies.
  

• Comfortable presenting program status, architecture risks, and operational considerations to SVP/VP-level leaders; able to convert complex technical execution into clear, actionable communication.

• Bachelor’s/Master’s degree in a technical discipline (Computer Science, Software Engineering, Information Systems)

• Hands-on experience with JIRA and Confluence.

We define the industry instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

All your information will be kept confidential according to EEO guidelines.

Key Responsibilities

• Strategic Technical Leadership: Act as the highest level of technical authority. You will hold peer-to-peer conversations with Engineering and Customers to drive permanent resolution on complex architectural issues, ensuring supportability is a key consideration in organizational and product decisions
• AI & Automation Strategy: Drive AI-led workflow improvements and automation efforts across GCS. Your goal is to achieve specific, measurable outcomes including significant Case Avoidance and Case Deflection, while drastically reducing Time to Resolution (TTR) and Time to Connect (TTC)
• Champion Serviceability & Scalability: Influence the product development lifecycle by advocating for improved serviceability and scalability in new and existing products. Collaborate closely with Product Management and Engineering to incorporate critical support requirements early in the design phase
• Engineer Enablement: Develop and deliver cutting-edge training programs, technical deep dives, and enablement content for our Technical Assistance Center (TAC) engineers, ensuring the global team is ready to expertly support complex Cloud and SASE architectures
• Root Cause Elimination: Systematically analyze root causes of recurring, high-impact issues. Collaborate directly with Engineering to implement permanent product fixes and process improvements, minimizing customer impact and elevating the overall support experience

Required Qualifications

• Professional Experience: 10+ years of progressive experience in technical support, engineering, or a related field within the networking and security industry
• Core Domain Expertise: Deep and comprehensive understanding of TCP/IP, routing protocols (BGP, OSPF), and complex LAN/WAN architectures
• Expertise in network security concepts and technologies, including firewalls, VPNs (IPSEC, SSL), PKI, and intrusion prevention systems
• Extensive, hands-on background in SASE and SD-WAN technologies.
• Cloud & Deployment Fluency: Significant exposure to solutions deployed across major Public Clouds (e.g., AWS, Azure, GCP) and Private Clouds
• Proven track record of leading, managing, and implementing successful, high-impact technical projects
• Operational Background: Proven experience working in Security, Network, and/or IT Operations environments
• Experience developing and implementing Technical Support strategy and successfully mentoring Senior Technical Staff
• Automation & AI Skills: Demonstrated experience applying AI/ML concepts to operational workflows or support processes for tangible business outcomes
• Expertise with scripting languages (e.g., Python) for Automation and utilizing effective tools to achieve Case Avoidance and Deflection targets
• Soft Skills & Authority: Exceptional communication skills with the ability to articulate complex technical concepts clearly and persuasively to both highly technical and non-technical executive audiences.
• Proven ability to influence product direction by effectively collaborating with Product Management and Engineering teams

All your information will be kept confidential according to EEO guidelines.