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Technical Support Engineer

Hod Hasharon · Full-time

About The Position

Who are we?

We make the invisible visible. Deep digital investigation platforms for your most complex challenges.

Voyager Labs enables investigators and analysts to collect and analyze massive amounts of complex digital unstructured data and acquire actionable, previously unattainable insights. Leading government and law enforcement agencies, use our cutting-edge AI technology worldwide to gain a vital edge in the battle against crime, fraud, terror, trafficking, internal threats and other risks.

Each of our employees has the chance to both make the world a better place and grow and develop his/her skills in a growing, dynamic and fast-paced environment.

We are looking for an individual who has technical support experience and support premium customers in deployment as well as in production stages.

Responsibilities:

·        Provide an above-and-beyond tier 1-3 service to customers, assisting with all technical and product-related queries via email, phone and ticketing system.

·        Working collaboratively in cross functional teams including, Development engineering, Field Operations Sales and Product.

·        Work on operational & infrastructure projects to support both customers and internal teams.

·        Exceptional diagnostic and troubleshooting abilities.

·        Helping to manage basic system and network maintenance.

·        Use of support tools for data collection and case tracking.

·        Demonstrate an independent ability to troubleshoot & resolve complex technical issues, including escalations to R&D.

·        Lead ad-hoc projects to improve level of service and increase productivity and efficiency of the team.

·        Document and share knowledge by creating internal write-ups as well as self-help guides for customers.

Requirements

·        5+ years’ experience in a Customer Support role.

·        Ability to work in a 24x7 with availability during weekends and at night, according to a pre-determined schedule – on-call duty.

·        Experience supporting complex onsite and remotely deployed SW solutions.

·        Linux administration experience, including installation, networking, bootstrapping and security.

·        Proficiency in managing applications, include knowledge of installation, utilities, and configuration. Experience with tools such as Jenkins, Terraform and Ansible.

·        Strong communication skills work well under pressure, and thorough documentation for case tracking.

·        Excellent problem-solving skills, self-manage & strong service orientation.

·        Monitoring tools and logging infrastructure (e.g Logstash, Elasticsearch, Kibana, Graphite).

·        Knowledge of web technologies such as HTML, CSS, REST API.

·        Experience in AWS, Azure and preferably other cloud platforms.

·        Understanding of Docker and Kubernetes technologies.

 ·        Relevant skills in networking discipline, protocols and technologies (e.g., Switches, Routers, Firewalls) – Advance.

·        Virtualization & Hyper-convergence knowledge (VMware & vSAN) – Advance.

·        Programming / scripting skills (e.g bash, python, perl) – Advance.

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