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.