Panorama is looking for a Technical Support Engineer with 1-3 three years of experience, to join our Technical Support team in Israel, supporting customers in Israel, Europe and Africa.
Headquartered in Israel, Panorama is a market leader in enterprise-grade data analytics, AI and business intelligence solutions, deployed by hundreds of corporations worldwide. Panorama's analytics products are also embedded in third-party OEM solutions, serving mission-critical applications in various vertical industries, including Retail, Healthcare, Finance and Telecom. Based on its long-time experience in data analytics, Panorama developed the Telecom AI & Analytics product suite, designed for CSPs. It integrates AI and Machine Learning technologies to provide predictive analytics and anomaly detection for a variety of use cases. Panorama's telecom AI & Analytics solutions are successfully deployed by leading carriers worldwide.
Technical Support Engineer - Responsibilities:
Technical Support Engineers (TSE) serve as frontline technical resources for Panorama's customers and partners via phone, email or web.
You are expected to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, and contributing to product quality.
From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.
You are required to take ownership of customer issues reported and following-up on problems until they are resolved.
In this role, you are expected to scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research, diagnostics, and troubleshooting, and by involving other teams as needed.
You will be required to document your technical work and research to help your colleagues, improve the product, and improve the support experience.
1-3 year experience in Technical Support of enterprise software products
A relevant education in Computer Science, IT systems, EE or equivalent
Technical knowledge or work experience with:
Database technologies such as Microsoft SQL Server
Microsoft Server products, Operating Systems
BI, analytics and reporting solutions
English and Hebrew at a fluent level
Excellent interpersonal skills with a "can-do” attitude