Support Engineer

• Act as the primary point of contact for all internal demo environment support tickets.
• Troubleshoot, diagnose, and resolve technical issues raised by WalkMe & SAP employees and Partners accessing the demo environments.
• Maintain accurate documentation of common issues and workarounds.
• Analyze recurring demo failures and partner directly with the local R&D team to implement long-term fixes.
• Advocate for demo environment stability and influence product roadmap priorities based on support trends.
• Translate field-reported demo bugs into clear, actionable technical specifications for developers.
• Work hand-in-hand with the QA team to integrate, stage, and test new demo builds within the QA environment.
• Ensure WalkMe content, configurations, and third-party integrations in the demo environment are consistently updated and stable.
• Automate routine environment health checks to catch issues before they impact live client presentations.

Demo Support Engineer

• Resolve complex customer cases through deep technical and functional analysis
• Perform root cause analysis and provide permanent solutions
• Troubleshoot issues across application, database, and infrastructure layers
• Deliver fixes, scripts, or configuration changes to resolve incidents
• Provide remote, high-quality support for global customers
• Collaborate with cross-functional teams (engineering, product, delivery)
• Act as a technical advisor for assigned customers/accounts
• Maintain clear and regular communication with customers on case progress
• Document solutions, knowledge articles, and best practices

Senior Support Engineer

• Serve as a trusted technical advisor, ensuring customer satisfaction and solution effectiveness.
• Communicate clearly with both technical and non-technical stakeholders.
• Document solutions, procedures, and known issues for internal and customer use.
• Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
• Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
• Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
• Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
• Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.

Technical Support Engineer

• Design, implement, and continuously improve support processes, workflows, and operational standards.
• Identify inefficiencies and drive automation initiatives to improve productivity and customer satisfaction.
• Drive initiatives to improve service quality, operational efficiency, and customer experience.
• Lead operational readiness for new product launches, feature releases, and organizational changes.
• Collaborate with Support Leadership, Product, Engineering, Customer Success, and Business Operations teams.
• Define and monitor key support KPIs.
• Build dashboards and reports to provide visibility into support performance and trends.
• Analyze operational data and present recommendations to leadership.
• Own and optimize support platforms such as CRM, ticketing, workforce management, and knowledge management systems.
• Partner with IT, Engineering, Product, and Customer Success teams on system integrations and enhancements.
• Evaluate and implement new technologies, including AI-powered support solutions.

Support Engineer jobs in Israel

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Demo Support Engineer

Senior Support Engineer

Technical Support Engineer

AVP Support Engineer