Technical Support Specialist jobs in Herzliya

We’re looking for a Support Engineer to join our team and help customers get the most out of the Cye Platform. This hands-on technical role combines customer support, troubleshooting, platform administration, and automation. You’ll work closely with customers and internal R&D teams, investigate complex technical issues, and help turn recurring challenges into better products, integrations, and proactive support. Responsibilities • Handle and resolve customer tickets (via Intercom) within SLA, in English, for customers worldwide. • Leverage AI to handle repetitive tickets and build and maintain the support knowledge base that powers both the team and the AI agent. • Act as a Cye Platform expert user and manage Cye Platform administration: account and user provisioning, licenses, permissions, and configuration, for customers and internal teams. • Troubleshoot Cye Platform issues, including integrations with third-party security tools and cloud platforms (e.g. Microsoft Defender, CSPM, EDR): analyze logs and data, reproduce problems, and help automate recurring checks and fixes. • Support customers through onboarding and help them get integrations live. • Escalate to R&D with clear, reproducible reports; track issues through resolution and communicate status to customers and internal stakeholders. • Identify recurring issues and feed product and monitoring improvements back to R&D, pushing toward proactive support. Qualifications • 1–2 years of experience in technical support, support engineering, or a similar customer-facing technical role, ideally in a B2B SaaS company. • Strong troubleshooting methodology: you isolate problems, form hypotheses and verify them, and you do not stop at the workaround. • Working knowledge of REST APIs, JSON, authentication methods (API keys, OAuth), and reading logs. • Strong English communication skills, with the ability to explain technical issues clearly to both engineers and non-technical stakeholders. • Ownership, customer empathy, and the ability to manage several open tickets in parallel. • Scripting skills in Python and SQL for troubleshooting, data investigation, and automation. • Knowledge of cybersecurity concepts (threats, vulnerabilities, risk management) and familiarity with security tools such as Microsoft Defender, CSPM, EDR, and SIEM. • Hands-on experience with Azure and/or AWS: IAM, roles and permissions, core services (AZ-900, AWS Cloud Practitioner or higher). • Experience with integration and automation platforms (Workato, ServiceNow) or webhooks. Cye helps security and risk leaders gain a clear, defensible view of their cyber exposure, grounded in financial impact and real-world attack paths. By continuously quantifying exposure and validating it in context, organizations can establish a strong baseline, prioritize decisions with confidence, and track measurable reduction over time.

Description Power the Future with us! At SolarEdge (NASDAQ: SEDG), we're a global leader in smart energy technology, with over 3,000 employees, offices in 30 countries, and millions of installations worldwide. Our innovative solutions include solar inverters, battery storage, backup systems, EV charging, and AI-based energy management. We're committed to making clean, green energy the primary power source for homes, businesses, and beyond. With the growing demand for electricity, the need for smart, clean energy sources is constantly rising. SolarEdge offers amazing opportunities to develop your skills in a multidisciplinary environment, covering everything from research and development to production and customer supply. Work with talented colleagues, tackle exciting challenges, and help create a sustainable future in an industry that's always evolving and innovating. Join us and be part of a company that values creativity, agility, and impactful work. The Tier 1 Team plays a critical role in delivering first-line technical support to SolarEdge customers in a fast-paced and collaborative environment. As the first point of contact, you’ll support customers and contractors via phone, email, and chat, troubleshoot hardware and software issues, clearly explain technical solutions to non-technical users, and escalate complex cases when needed. This is an excellent opportunity to gain hands-on experience across diverse technologies and join a rapidly growing global technology company combining software and hardware technologies. What you'll be doing: • Work in a fast-paced technical support call-center environment, managing a high volume of customer interactions while meeting service and response targets. • Act as the first point of contact, interacting with customers using multiple support channels (phone, email, chat, CRM). • Provide technical support, troubleshooting, and diagnostics for SolarEdge products (inverters, optimizers, monitoring portal, etc.) using available resources such as product schematics, knowledge bases, and other sources of information. • Document all interactions and activities in the CRM system. • Resolve technical issues using SolarEdge's tools (according to permission level). • Escalate unresolved cases to higher support tiers when needed. • Work with Customer Service Logistics to validate authorization for the release of parts needed to resolve problems encountered by customers. • Participate in team meetings and collaborate with global colleagues to resolve customer cases. Requirements • Education: Practical Engineer (Electrical, Electronics, Mechanical, or Instrumentation and Control Engineering). • Previous experience in technical customer service, helpline, or remote support – an advantage. • Experience with photovoltaic systems - an advantage. • Excellent interpersonal and communication skills with the ability to build and maintain strong relationships with customers, peers, and managers. • Ability to multitask effectively in a fast-paced environment. • Self-motivated, proactive, and able to take initiative, solve problems, and lead tasks. • Advanced proficiency in Microsoft Excel and solid knowledge of PowerPoint. Ability to adapt quickly to new systems and provide effective customer support • True team player with a strong sense of responsibility. • Willing to support the team with rare alternate Friday or evening shifts, communicated in advance. ​​​​​​​​​​​​​​SolarEdge recognizes its talented and diverse workforce as a key competitive advantage. Our business success is a reflection of the quality and skill of our people. SolarEdge is committed to seeking out and retaining the finest human talent to ensure top business growth and performance.

As the IT Service Desk Team Leader at AppsFlyer, you will drive the end-to-end operation of our global Service Desk, managing our people, service quality, technical standards, and AI-driven support capabilities. Reporting directly to the Head of Global IT, you will guide a distributed group of Service Desk engineers spanning HQ/EMEA, the Americas, and APAC. You will serve as the operational catalyst for our transition from traditional ticket queues to an AI-native ITSM framework. This modern model prioritizes higher self-service resolution, leverages a tightly governed knowledge base as a single source of truth for AI and employees alike, and integrates automated processes directly into daily workflows. Operating as a true player-coach, you will mentor the team and evaluate service performance using clear metrics, while maintaining the technical expertise needed to handle complex escalations and help architect Tier-0 self-service solutions. Rather than simply managing incoming tickets, your success will be defined by eliminating repetitive tasks and sharpening the team's capabilities for high-value technical support. What You'll Do Lead and Develop the Team • Manage the global Service Desk team: hiring, onboarding, goal-setting, performance, coaching, and career development • Run follow-the-sun coverage across regions, including shift planning, on-call, and handoffs between HQ/EMEA, the Americas, and APAC • Build a culture of ownership, service quality, and continuous learning; level up engineers through pairing, technical reviews, and knowledge transfer • Define roles, responsibilities, and growth paths within the team so that technical and service ladders are explicit and understood • Represent the Service Desk to the wider IT organization, to leadership, and to business stakeholders Own Service Operations and Outcomes • Own the Service Desk KPIs end to end: self-service rate, CSAT, time-to-fulfillment, SLA attainment, knowledge coverage and quality, and automation hours saved • Operate and continuously improve the ITSM platform: queues, workflows, request catalog, automation rules, and reporting • Own major incidents and VIP escalations end-to-end, including stakeholder communication, coordination with Infrastructure and Security, and post-incident learning • Drive onboarding, offboarding, and asset lifecycle quality across the employee lifecycle, in partnership with People, Security, and Facilities • Report on service health and transformation progress to IT leadership with data, not anecdotes Set the Technical Standard • Act as the Senior technical escalation lead for macOS, Windows, MDM systems (Kandji, Intune), IAM (Okta), Google Workspace, Slack, AV conference equipment (Zoom Rooms, Neat, Google Meet), networking, and LLM administration console management. • Own runbooks, troubleshooting methodology, and technical standards, and ensure the team actually adopts them • Partner with Infrastructure, Security, and IT Operations on cross-functional issues, access governance, and endpoint compliance • Stay hands-on: take escalations, ship fixes, and keep your own technical credibility current Build the AI-Native Service Desk (Tier 0) • Own the Tier-0 roadmap: identify the highest-volume, lowest-value request categories and design them out of existence through self-service, knowledge, and automation • Govern the knowledge base as a product: ownership, quality standards, review cycles, and structure fit for both human readers and AI grounding • Build and oversee automations that remove entire ticket classes (Make.com, scripting, ITSM-native automation), with measured impact • Develop, evaluate, and improve AI-assisted support workflows; define how the team validates AI output and handles its failure modes • Make the team AI-native by default: AI fluency is a baseline for every engineer, and building with AI is a shared responsibility rather than a side project What You Have Required: • 5+ years in IT Service Desk/Support at 500+ employee companies, including 2+ years leading a Service Desk team • Led a distributed or multi-region team, or supported a global user base across time zones • Ran a service against defined KPIs (CSAT, SLA, time-to-fulfillment, self-service rate) and improved them measurably • Hands-on depth across macOS and Windows, with admin-level MDM (Kandji, Intune, Jamf) and IAM (Okta, Entra ID) experience, including lifecycle workflows • Owned or configured an ITSM platform (JSM, ServiceNow, Freshservice, Zendesk, or an AI-native equivalent) • Evidence of building, not just using: an automation, AI-assisted workflow, scripted process, or knowledge base engineered for self-service or AI. Daily AI fluency is a baseline. • Led incidents or rollouts end-to-end, including communication with executives and non-technical stakeholders • Clear communicator and coach: professional fluency in English Nice to Have: • Successfully deployed an AI-driven support solution (e.g., virtual agents, intelligent routing, automated triage) • Proven track record driving Tier-0/self-service initiatives or navigating complex ITSM platform migrations • Background operating within cloud-native or SaaS-focused technology environments • Proficiency with workflow automation platforms (Make.com, Zapier, n8n) and scripting environments (Python, Bash, PowerShell, AppleScript) • Administrative experience with core enterprise systems, including Google Workspace, Slack, Zoom, OpenAI, and Anthropic • Strong grounding in ITIL or comparable IT service management best practices • B.Sc. or Bachelor’s degree in Information Systems or related technical field • Referral from a current AppsFlyer team member Why AppsFlyer AppsFlyer is the global leader in marketing measurement and analytics. Our IT team operates at the forefront of technology, building an AI-native support environment where automation and intelligence are embedded into everything we do. You’ll join a team that values innovation, ownership, and continuous learning — and where your ideas for making IT better will be heard and acted on. As a global company operating from 20 offices worldwide, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners. “As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In.” Oren Kaniel, CEO

We are looking for a Senior Support Engineer to join our Israel-based support team. This role is critical to maintaining excellent service for our English and Hebrew-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of AI-enabled support workflows. The ideal candidate is a strong hands-on problem solver, an excellent communicator in Hebrew and English, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving our internal tools, AI-based workflows, and support processes. This is a hands-on senior individual contributor role with broad impact. In addition to resolving complex customer issues end to end, this person will help shape how support operates in an evolving environment that increasingly includes automation and AI-assisted workflows and tools. Why this role matters Israel is a critical support hub for our business. Some of our customers require high-quality support in Hebrew, especially in complex or sensitive cases where local language, context, and live communication are essential. At the same time, the support role is becoming more complex. AI-based tools and automation are becoming part of daily work, raising the bar for ownership, judgment, adaptability, and cross-functional collaboration. We need a senior team member who can thrive in this environment, help the team adopt new ways of working, and contribute to improving the tools and processes we use. What you’ll do • Own complex technical and product-related support cases from investigation through resolution. • Provide high-quality support to customers in Hebrew and English across written and live interactions. • Handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision. • Act as a senior point of contact for escalations, sensitive customer situations, and priority cases. • Mentor teammates by sharing knowledge, setting a high bar for case handling, and helping improve team practices. • Use AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency. • Help to define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation to improve support effectiveness. • Identify opportunities to reduce friction, improve self-service, and optimize internal support flows. • Collaborate with Product, R&D, Customer Success, TPE, and other internal stakeholders to resolve issues and improve the customer experience. What we’re looking for • 5+ years of experience in technical support, support engineering, or similar customer-facing technical roles in a SaaS or technology environment. • Strong troubleshooting and problem-solving skills, with the ability to work through complex cases independently. • Strong SQL skills and experience writing complex queries for investigation and troubleshooting. • Experience working with logs and performing deep technical and data analysis. • Experience working with APIs, including reading documentation, testing requests, and troubleshooting integrations. • Excellent written and verbal communication skills in Hebrew and English. • Ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure. • A proactive, ownership-driven mindset with a strong focus on customer impact. • Comfort using AI tools in daily workflows, with curiosity about how automation and AI-assisted work can improve support. • Willingness to test new tools, challenge existing processes, and help the organization learn how to work better with AI. Bonus Points • Familiar with the Ad Tech industry • Introduced by an AppsFlyer employee As a global company operating in 19 countries across 5 continents, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners. “As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In.” Oren Kaniel, CEO