Job Description

A state-of-the-art AI platform that provides real-time automatic threat detection for X-ray and CT checkpoints in airports, railway stations, and customs is looking for a T3 Support Manager.

Being faster and more accurate than the human eye can ever be, the company's platform allows unparalleled operational cost reduction while making the world a safer place to live in.

This company is revolutionizing the security screening world!

The T3 Support Manager is a strategic position where you will play a key role in supporting multiple customers, projects, demos, and PoCs as a technological expert and leader.

You must handle and lead cross-company support efforts while aligning all stakeholders using excellent technical and communications skills.

In addition, you will take an active role in setting the foundations for the Customer Support operations - processes and tools.

Responsibilities

Support:

• Support complex delivery projects, demos, and PoCs
• Take an active part, hands-on, in delivery activities, including site visits where necessary
• Resolve complex production issues at customers’ sites
• Set the infrastructure during Delivery activities - computer installations and NW settings

Leadership:

• Mentor and guide company’s T1 support engineers and partners
• Define customer support operations requirements, establish new processes,, and improve support tools utilization
• Serve as an expert-level technical resource during pre/post-sales phases
• Provide inputs to the Product and R&D teams for future product improvements

Qualifications

• Experience as a T3 support manager, FAE, Technical Account Manager (TAM), or equivalent roles - minimum 5 years experience
• Exceptional leadership and interpersonal skills
• Expert level, hands-on experience working with Linux (Ubuntu) OS
• Should demonstrate high analytical thinking and problem-solving skills
• Experience in configuring simple NW components and troubleshooting inter-server communications
• Experience in SQL querying
• Experience in using Zendesk, Jira, Confluence, or equivalent platforms
• Experience in customer-facing positions - a plus
• Experience in scripting languages - a plus
• Experience in working with T1 partners - a plus
• Experience with BI tools - Google Looker and equivalent - a plus
• Willingness to travel - infrequent
• English at Mother tongue level, verbal and written - highly desirable
• Background and hands-on experience in screening and screening technologies (specifically X-ray and CT) - an advantage