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Support Engineer

New York, USA

About The Position

We are looking for an amazing 3rd level Technical Support Engineer to join our growing support team in US that serves the local market.

The Support Engineer will be the focal point for any technical issue with the customer and the Support team in ThetaRay headquarter in Israel, in additional of being the "glue" between our business and R&D departments.

The Technical Support Engineer is expected to act as an independent technical problem solver while being the focal point for maintaining the trust of our customers and ensuring excellent customer experience.

The successful applicant will learn the inner workings of Thetaray technologies while analyzing complicated technical issues on our deployed products on customers’ premises.



Support the Thetaray product deployed worldwide on customers’ premises.

Analyze, diagnose, debug and solve complex customer issues.

Provide expert level technical support for our products.

Deploy patches, fixes and diagnostic tools.

Maintain preventive maintenance activities to ensure continues successful operation of TR solutions.

Take ownership of escalations and drive towards resolution.

Working back to back with the product, RND and customer success team(s).

Support our customers during the whole product lifecycle. (POC, UAT and Production)

Become a product expert for customers and stay up-to-date on new features.

Reproduce customer cases for detailed troubleshooting and analysis.

Identify and write internal and external technical articles and knowledge base entries, like typical troubleshooting steps, workarounds and best practices.

Travel abroad to meet customers and deploy our product.

Improve existing technologies and processes while maintaining a rapid delivery cycle.



3+ years in a Technical Support/SysAdmin/DevOps role on Linux environment, especially RHEL/CentOS.

Experience with scripting languages like Python and Bash.

Experience with automation/configuration management including Ansible, Jenkins.

Strong familiarity with Docker Swarm/Kubernetes.

Experience with Hadoop, Spark, ES, Kafka. - an advantage

Familiarity with cloud computing (Google, Amazon, Azure)

Strong analytical and troubleshooting skills.

Experience working with Banks and Financial institutions – an advantage.

Previous experience with technical documentation.

Strong verbal and written communication skills, excellent social skills

Ability to work independently and in a team environment

Customer facing, hands-on, problem-solver character.

Strong verbal and written communication skills in English - a MUST.

Ability to travel abroad.

Bachelor’s Degree in Computer Science, Engineering or equivalent – an advantage.

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