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Cybellum Senior Technical Support Engineer 
Israel, Tel Aviv District, Tel Aviv-Yafo 
659644418

30.08.2024

About the Job

We're seeking a Senior Technical Support Engineer.

Responsibilities

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