Work at Waterfall Security

Waterfall Security Solutions is a global leader in industrial cybersecurity, providing unbreachable protection to critical industrial systems since 2007.

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Life at Waterfall

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A Safer World

Waterfall’s employees make major contributions toward making our world a safer place by protecting critical infrastructure.

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Work flexibly

At Waterfall Security, our workers are the most important assets, and keeping them happy, and motivated, is mission critical.

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Live. Work. Thrive.

Waterfall’s employees learn useful new skills on-the-job, gaining a strong understanding of industrial systems and cybersecurity. 

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Customer Support Team Leader

Israel · Full-time

About The Position

We are looking for a Customer Field/Support Team Leader for post-sale activities.

The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support of Waterfall Solutions at the customer’s site.

Responsibilities:

 

  • Provide Tier 1-3 level support including reproduction and documentation of system events.
  • Lead, mentor, and motivate the support team, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service.
  • Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence.
  • Onsite and Remote installation Worldwide.
  • Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
  • Perform onsite customer training during initial installation and ongoing as required.
  • Collaborate with customers to engineer effective solutions incorporating our product.
  • Collaborate with the Pre-Sales and Sales Team as needed to educate as well as get customer needs/requirements.
  • Monitor all assigned cases for customer support and update all activities on the company tracking system.
  • Documents service and installation actions by completing forms, reports, logs, and records.

 

Requirements Mandatory:

 

  • 3 to 5 years’ experience working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
  • Advanced level – Windows and Linux environment mastering including OS installation, system modification, and debugging.
  • 3 to 5 years of experience as a Technical Support Team Leader or similar role.
  • Proven troubleshooting capabilities of software and hardware issues.
  • Great customer interpersonal and communication skills.
  • Availability for frequent traveling
  • Experience with multidisciplinary systems.

 

Advantages:

 

  • High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB.
  • Experience with OSI PI and OPC data systems installation and support.
  • Familiarity with SCADA – high level.
  • Presales background
  • Knowledge of Industrial Control Systems (ICS).

 

 

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