We are looking for a Customer Field/Support Manager 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 teams, 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/Manager 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).
Requirements
None
Top Skills
What We Do
Through our software-enabled hardware platforms, we enable secure and reliable operations, protecting against both today’s cybersecurity challenges and those yet to come.
Since 2007, Waterfall Security Solutions has been providing the highest level of protection for critical infrastructure and vital industries. With headquarters in Israel and offices in UAE, Singapore, USA, Europe, and Australia, Waterfall delivers the highest level of OT protection while enabling safe connectivity, visibility, and secure remote access for industrial systems.
Waterfall Security safeguards the most sensitive and critical infrastructures across a wide range of industries including Power, Oil & Gas, Water Utilities, Rail, Manufacturing, Facilities, and Mining & Metals.
As cyberattacks on critical infrastructure are on the rise, software alone is not able to deliver sufficient protections. Waterfall’s unidirectional technology uses an innovative approach, combining unique hardware paired with dedicated software that provides industrial systems with dedicated protection while still allowing remote visibility and remote access.
Attackers are physically restricted with a hardware enforced barrier that that stops OT cyberattacks and shields industrial controls from any outside attempts to plant malicious code or any other harmful activity.
