Technical Support Engineer Lead
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Job Summary
Leading a hybrid team, the full-time salaried Technical Support Engineer Team Lead will guide the support team in diagnosing and resolving complex customer issues related to AI-powered video analytics, while also enhancing support practices and documentation.
Key responsibilities
- Lead, coach, and support the technical support team, enhancing their troubleshooting and customer communication skills
- Take ownership of complex customer issues and escalations, driving them from initial investigation through resolution
- Manage support tickets and workflows in Zendesk and Jira, ensuring clear ownership and prioritization
Required qualifications
- At least five years of experience in technical support, with a minimum of one year in a leadership role
- Hands-on knowledge of networks and cameras, along with experience in video security or video analytics
- Experience using Zendesk and Jira to manage support cases and workflows
- Professional working proficiency in English
- Experience supporting customers in Israel and internationally
Complete Job Description
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