The Role
Provide technical support and act as trusted advisor to WalkMe customers via email, chat, and screen share. Troubleshoot using browser dev tools and logs, meet SLAs, contribute to knowledge base, and support onboarding, project success, and renewals.
Summary Generated by Built In
WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.
Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.
As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
- Communicate with customers via email, live chat, and screen shares.
- Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
- Develop in-depth knowledge of our products and their features.
- Engage with customers to understand and fulfil their goals with our solutions.
- Apply and share best practices for optimal use of our products.
- Innovate and propose ideas for enhancing the overall customer experience.
What You'll Need to Succeed
- 1.5+ year experience in software support or customer service.
- Fluent in English (verbal and written).
- Problem-solving skills with a customer-first approach.
- Knowledge of HTML, jQuery, CSS (please specify your level).
- Experience in various communication formats (written, live chat, conference calls, in-person).
- Ability to grasp and articulate new technologies quickly.
- Proficient in using application logs, browser dev tools, and other diagnostic tools.
- Independent and teamwork capabilities.
- Poise and articulation in challenging customer interactions.
- Availability to work onsite at the Tel Aviv WalkMe office 3 times a week.
**Please note - Working days are Monday - Friday
Skills Required
- 1.5+ years experience in software support or customer service
- Fluent in English (verbal and written)
- Problem-solving skills with a customer-first approach
- Knowledge of HTML, jQuery, CSS (specify level)
- Experience communicating via written, live chat, calls, and in-person
- Ability to learn and articulate new technologies quickly
- Proficient using application logs, browser dev tools, and diagnostic tools
- Able to work independently and in a team
- Poise and articulation in challenging customer interactions
- Availability to work onsite in Tel Aviv office three times a week
- Work schedule Monday - Friday
WalkMe Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about WalkMe and has not been reviewed or approved by WalkMe.
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Healthcare Strength — Health coverage is portrayed as robust, with top-tier medical plans, mental-health support, 24/7 care access, and global fitness perks. Feedback suggests these offerings contribute meaningfully to overall package strength.
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Leave & Time Off Breadth — Paid time off includes generous vacation and sick time, plus additional “RefreshMe” mental-health days and dedicated volunteer time. These elements indicate a broad approach to time away from work.
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Retirement Support — Financial benefits include a 401(k) match in the U.S., reinforcing long‑term savings support. This indicates employer-backed retirement planning.
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The Company
What We Do
Founded in 2011, WalkMe’s mission is to make digital adoption for employees and customers simple, while increasing enterprise productivity. Our platform works as an invisible layer of visual cues and personalized content placed on top of your website or enterprise software.
