Tier 3 Support Engineer

workהגשת מועמדות
  • pin_dropמיקוםמרכז
  • bubble_chartקטגוריהתמיכה טכנית
  • schoolנסיון5+ שנות ניסיון
  • workסוג משרהמשרה מלאה

תיאור משרה

About this opportunity 

Serve as iTero Technical & Business focal point.

Analyzing and resolving complex technical and business issues

Focal point for all cases escalated by support Tiers 1 & 2, Professional Services, and Partners.

Performs detailed problem analysis and root cause determination.

 

In this role, you will… 

  • Serve as iTero Technical & Business focal point.
  • Lead technical projects
  • Manage global team daily activities
  • Analyzing and resolving complex technical and business issues
  • Accountable End2End till customer receives feedback
  • Provide Root Cause Analysis (RCA) when needed.
  • Feedback from the Install Base to R&D (functionality/HW)
  • Suggest improvements to the product based on field experience
  • Build support procedures to lower levels
  • Knowledge sharing and training
  • RMA analysis
  • Support SW deployment stages and exhibitions

 



דרישות תפקיד

In this role, you’ll need … 

  • Focal point for all issues escalated by support Tiers 1 & 2, Professional Services, and Partners.
  • Performs detailed problem analysis and root cause determination.
  • Represents VOC (Voice Of Customer) for improvements 
  • Escalating complicated unsolved issues including detailed logs (managed with JIRAs) , casework notes, diagnostics, and reproduce steps ,to development or product experts.
  • Provide reports on day to day issues (SQL/BI)
  • Provides assistance and education to lower tiers
  • Expert in iTero application and ability to link all application in the dental office
  • Support NPI activities – UAT, LMR and product launches
  • Support and be responsive to off-hours emergencies and activities
  • Travel to meet customers/LABs and local support team

Skills and expirince:

 

  • Ability to manage small remote technical team
  • Ability to manage technical projects
  • Customer/service oriented
  • Ability to clearly communicate to management
  • Strong technical skills
  • Previous experience in cooperate
  • 2-3 years of actual team leading experience


workהגשת מועמדות

Align

על החברה

Align היא חברה אמריקאית אשר יושבת בקליפורניה. החברה הגלובלית מונה למעלה מ-15 אלף עובדים ונסחרת בבורסת הנאסד"ק (ALGN) עם מחזור שנתי של 2.7 מיליארד דולר. כיום חטיבת מערכות הסריקה והשירותים הדיגיטליים של iTero מעסיקה למעלה מ-400 עובדים בישראל, והמחזור השנתי שלה ב-2019 נסק ל-400 מיליון דולר.

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