Embedded Technical Support Engineer

תיאור משרה

Orpak is seeking a highly skilled and experienced Technical Support Engineer to join our Tier 3 team, focusing on Embedded Products. As a Tier 3 Engineer, you will play a critical role in providing expert technical support to our customers, resolving complex technical issues and ensuring the smooth operation of our products. You will work closely with other members of the Technical Support team, as well as with product development and engineering teams, to identify and resolve product issues.

Responsibilities:

Develop an in-depth understanding of Orpak's embedded products and their integration within customer environments.
Provide Tier 3 technical support to customers, resolving complex technical issues and troubleshooting problems related to embedded products.
Take a leading part in building and maintaining an internal LAB for Customer Support needs.
Investigate, simulate and analyze technical issues, identifying root causes.
Collaborate with other technical support engineers, QA and product development teams to resolve recurring issues and improve product quality.
Document technical solutions and knowledge base articles for future reference.
Interact directly with customers to understand and diagnose their technical challenges.
Communicate effectively to guide customers through issue resolution and ensure a positive experience.
Training Responsibilities:
Prepare and maintain the training kit, ensuring it is up to date with the latest product features and best practices.

Conduct training sessions for internal teams, customers, or partners as needed.

Continuously improve training materials based on feedback and product updates.

Travel abroad: Customer On-Site visits according to needs (up to 4 times a year)