Cybellum Senior Technical Support Engineer 

Israel, Tel Aviv District, Tel Aviv-Yafo 

659644418

About the Job

We're seeking a Senior Technical Support Engineer.

Responsibilities:

• Provide technical support to customers
• Diagnose and troubleshoot technical problems
• Analyze customer inquiries and system logs to identify RCA
• Provide guidance to customers
• Document technical solutions
• Manage ticketing volume and statuses
• Monitor production environment
• Act as liaison between customers and development teams
• Deploy company applications and solution on SaaS and on-premises environments
• Collaborate with development teams to define deployment strategies, timelines, and rollback plans
• Configure and manage the infrastructure needed for deployments
• Implement and maintain automation tools and scripts to streamline the deployment process

Technical Skills

• Deep technical expertise: Proven ability to troubleshoot and resolve complex technical issues.
• System administration: Advanced knowledge of Linux based operating systems, networking, database management systems, virtualization, containerization technologies, kubernetes, docker swarm
• Automation and CI/CD: experience with CI/CD tools like Jenkins, Gitlab, Github, Bitbucket and automation tools like Ansible, Terraform
• Scripting: Proficiency in Python, Bash
• Cloud platforms: Experience with AWS, Azure, GCP is preferred.
• Security: Understanding of security best practices and ability to address security-related issues.

Experience

• Proven track record: Minimum of 8 years of experience in technical support roles.
• Escalation management: Experience handling escalated issues and coordinating with other teams.
• Process improvement: Ability to identify process inefficiencies and implement improvements.
• Documentation: Strong documentation skills to create clear and concise knowledge base articles.

Additional Requirements

• On-call availability: Ability to work flexible hours
• Tool proficiency: experience working with Ticketing applications as JIRA, ServiceDesk, Zendesk, Freshdesk, Salesforce. Experience working with monitoring tools like Grafana, Prometheus, Zabbix etc…
• Language proficiency: English.
• Bachelor's degree in computer science, information technology, or a related field or equivalent work experience