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Technical Support Manager

SuperCom is seeking an enthusiastic, collaborative and highly motivated hands-on Technical Support Manager to join our IoT division. We are looking for someone who thrives in a fast-paced environment and welcomes new challenges every day. Providing constant technical support to partners and customers remotely from the company’s headquarters in Tel Aviv using multiple methods of communication.

The position includes:

  • Manage a small team of technical support engineers while performing hands-on tasks.

  • Providing Tier 2/3 support for customers and partners around the world.

  • Troubleshooting issues via ticket systems, phone, email and remote sessions in proficient English.

  • Training customers on our solutions and products.

  • Producing reports detailing results of customer complaints.

  • Working closely with Dev and QA teams to investigate issues until their complete resolution.

  • Supporting customers on non-working days and after business hours when required.

 

Requirements:

  • At least 2 years’ experience owning the technical support domain of a product, division or company

  • At least 4 years’ experience in technical support for large scale web-based information systems

  • Proven experience leading a team

  • Experience working with international customers

  • Experience with tech support web tools such as Jira Service Desk or Zendesk

  • Experience with SQL, APIs and Web systems

  • Willing to provide “On Call” support in 24/7 shifts and during weekends when required

  • Training and presentation skills

  • Excellent verbal and written communication skills

  • Proficient in English speaking and writing

  • Team Player

  • Experience supporting a multi-disciplinary system – an advantage

  • Experience with an Agile development methodology – an advantage

  • EU Citizenship – an advantage

  • Experience with IIS, Web Services, Linux, AWS - an advantage

Come Work With Us
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