Technical Support Engineer Offline

Why does MWDN rock?

MWDN connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We aim to ensure our employees enjoy a rewarding and secure experience while collaborating with prestigious international clients.

Here’s what you can expect when you get employed by MWDN:

• Security first. We vet our clients to eliminate risks, ensuring reliability and timely payments for your hard work—no fraud or unforeseen events here!
• Career support. If a match isn’t right, we’re here for you. We actively assist our employees in finding new opportunities that fit their skills and aspirations.
• Legal assistance. We provide guidance on legal matters (e.g., opening and administering your private entrepreneur account, taxes, army enrollment, etc.).
• Professional development. We offer English courses and other engaging activities, including team-building events.

Why work with us?

• People-oriented management without bureaucracy.
• The friendly climate inside the company is confirmed by the frequent comeback of previous employees.
• Paid time off (21 working days per year, plus all national holidays and 10 sick days).
• Flexible working schedule.
• Full financial and legal support for private entrepreneurs.
• Free English classes.
• Dedicated HR.

What makes you a great fit:

• Minimum of 2 years experience as Technical Support in a cloud-based software company;
• Experience in the following areas: SaaS services, Cloud Solutions ecosystem (AWS/Azure/GCP) - a MUST;
• Experience with MFA, Firewall, and networking knowledge - a MUST;
• Experience with JIRA, Confluence Rest API platforms, basic Dev-Ops familiarity;
• Experience with SSO/IDP tools such as Okta;
• Experience working in an Agile environment;
• Ability to communicate effectively and professionally with customers verbally and in writing with excellent customer service skills;
• Excellent English communication skills (verbal and writing - at least an upper-intermediate).
• Ability to effectively collaborate and communicate with engineers, developers, and product managers on a tech level and clearly articulate technical needs and issues;
• Ability to perform basic searching and investigation of software logs;
• Advanced troubleshooting abilities and strong technical orientation;
• Ability to manage multiple tasks quickly and adhere to tight schedules;
• Strong critical thinking/ analytical skills with an entrepreneurial and proactive mindset;
• Experience in the cybersecurity industry - a significant plus.

Your day-to-day in this position:

• Assist customers with complex issues, troubleshoot them, follow up, provide resolutions, and ensure customer satisfaction;
• Collaborate with the customer success, development, and product team;
• Providing valuable input based on customer feedback to enhance product usability;
• Resolve problems independently and understand the correct escalation procedures;
• Manage multiple tasks in a short time and adhere to tight schedules;
• Provide reliable technical support for internal and external customers with complex and advanced product issues;
• Follow up with customers and internal teams for issue resolution;
• Manage bug workflows, and work in close contact with related R&D teams;
• Maintain and manage our internal Knowledge Base;
• Be part of the customer's onboarding process and the entire customer journey.