Remedio is looking for a Customer Support Engineer to join our team in Israel.
About the Role:
In this hands-on role, you will work directly with enterprise customers, support the deployment and integration of Remedio’s cybersecurity platform, and provide ongoing technical support throughout the customer lifecycle.
You will investigate complex technical issues across enterprise IT environments, perform in-depth troubleshooting and Root Cause Analysis, and work closely with Remedio’s R&D and Product teams to drive issues to resolution.
We are looking for someone with strong technical knowledge, excellent problem-solving skills, and the ability to take full ownership of customer issues while providing a high level of service.
Responsibilities
Support the deployment, configuration, and integration of Remedio’s platform within enterprise customer environments.
Provide ongoing technical support to customer IT and security teams.
Troubleshoot complex technical issues and perform Root Cause Analysis.
Investigate issues using system logs, networking information, and diagnostic tools.
Take end-to-end ownership of customer issues, from initial investigation through resolution.
Work closely with R&D and Product teams to investigate product-related issues and communicate customer needs.
Guide customers on product configuration, usage, and technical best practices.
Support customer onboarding and provide technical training when required.
Maintain clear and professional communication with customers throughout the support process.
Support customers remotely and onsite when needed.
Requirements
At least 3 years of experience in a technical customer-facing role, such as Customer Support Engineer, Technical Support Engineer, System Integrator, Implementation Engineer, or Professional Services Engineer.
Experience supporting, implementing, or integrating cybersecurity solutions.
Strong knowledge of Windows and Microsoft enterprise environments.
Good knowledge of Active Directory, Microsoft Domain environments, Group Policy, DNS, permissions, and authentication concepts.
Strong understanding of enterprise IT infrastructure and networking.
Proven ability to troubleshoot complex technical issues independently and identify their root cause.
Strong analytical thinking and technical problem-solving skills.
Excellent communication and interpersonal skills, with a strong customer-service approach.
High level of ownership, responsibility, and attention to detail.
Strong self-learning abilities and technical curiosity.
Excellent written and spoken English.
Significant Advantage
Experience working in the cybersecurity industry, with a strong preference for candidates from endpoint security companies or products.
Experience with endpoint agents, endpoint management, EDR, device posture, identity security, or other agent-based cybersecurity products.
Experience working with large enterprise, government, defense, or security-sensitive customers.
Working knowledge of Linux, macOS, or cloud environments.
