Technical Support Engineer - Israel

briefcase
Customer Success
location

Israel


IRONSCALES Fights Phishing. IRONSCALES is a self-learning, AI-driven email security solution that continuously detects and remediates advanced threats for global organizations of any size. Our solution is fast to deploy, easy to operate, and provides unparalleled protection against email threats.

 


 

Who We Are:  We are IRONSCALES. We care about people. We care about cybersecurity. We care about our customers and partners. Our team acts with intentionality and our actions are always in the best interest of our teams, our customers, and our company.  Our culture is focused on innovation, continuous improvement, and the drive to push boundaries and take everything to the next level. We are a rapidly growing team and welcome all people who love a fast-paced, rewarding challenge to join our team today!

Who You Are: You are driven, self-motivated, and have a strong desire to achieve the company’s growth goals. You are resourceful and accountable, hungry to chase down answers and solve challenges. You are respectful and a good communicator. You are detail-oriented and thrive in a fast-paced environment. You love meeting new people and are motivated by developing others.

What You Will Do:  As a Technical Support Engineer (TSE) at IRONSCALES, you will join a team of professionals ensuring our customers receive premium world class technical support for their IRONSCALES investment. You will be connecting with our customers post-sales, and driving rapid issue resolution and customer satisfaction. You will work closely with our development, product management, and CSM teams.

 


 

Core Responsibilities Include:

  • Deliver outstanding customer service to IRONSCALES partners and customers.
  • Develop and maintain a strong technical understanding of the IRONSCALES market leading cloud email security platform.
  • Troubleshoot, track, and resolve customer issues (if relevant, by working with the product manager or R&D team). 
  • Maintain high customer satisfaction levels through fast and efficient issue resolution, quick response times, regular and clear. communications, and strong understanding of issues escalation.
  • Maintain accurate customer data in Zendesk, JIRA and Salesforce.
  • Understand customers’ use cases and serve as their champion for Core Security, while providing constant internal feedback. 
  • Demonstrate a thorough understanding of customers’ business and appropriately position our value.
  • Develop and maintain relationships with customer technical users.

 

What We Need from You:

  • Bsc in Software Engineering or equivalent experience
  • 2+ years of Programming experience – advantage 
  • 1+ years of customer facing role experience, in Support or Customer Success – advantage
  • Strong organizational, problem solving, time management,
  • Possess a sense of urgency, passion for customer service and outstanding communication skills
  • Technical orientation – good Networking (protocols, routing, gateways etc.), windows, SMTP, Linux and scripting knowledge
  • Experience with Outlook 365 and Google Cloud Platform – advantage  
  • Background in endpoint management, endpoint security, email architecture, or email security a plus 
  • Sense of curiosity and the ability to follow-up and investigate all unresolved tickets
  • Being agile and able to adjust quickly to many different situations and challenges
  • Strong understanding of strategic sales process 
  • Proficiency in written and spoken English
  • Weekly work days: Monday - Friday

 

 Our people, programs, and organization share our “SAFER” core values:  

 Supportive. Our team members are our toughest critics and loudest supporters. We respect and rely on one another to find solutions. We welcome hard conversations and challenge one another to push for the best possible outcomes. We win or lose together.  

 Ambitious. We take pride in our work and never settle for anything but the best. We work hard and celebrate our successes as a team.  

 Focused. We ensure that each of our actions is in the best interest of our people, our customers, and our company.  

 Excellent. We set a high personal bar, believe nothing is impossible, and commit ourselves fully to the goal. Our curiosity and learning never stop.  

Resourceful. We work with a sense of urgency. If we see a gap, we take ownership, jump in and celebrate our collective results together. We deliver our best work on time, every time.  

 

IRONSCALES is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.