Customer Support Engineer at Waterfall Security

Rosh HaAyin, Center District, Israel -

Full Time

Start Date

Immediate

Expiry Date

10 Jan, 26

Salary

0.0

Posted On

12 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Windows, Linux, Networking, Security, Scripting, Database Management, SCADA Systems, Industrial Control Systems, Customer Training, Root Cause Analysis, Documentation, Communication, Customer Service, Installation

Industry

Computer and Network Security

Description

Description Customer Field/Support Engineer We are seeking a Customer Field/Support Engineer to handle post-sale technical activities and ensure successful deployment and support of Waterfall Solutions at customer sites. This role involves close collaboration with clients, providing both technical expertise and hands-on assistance during system implementation and ongoing maintenance. Responsibilities Provide Tier 1–3 technical support, including issue reproduction, troubleshooting, and documentation of system events. Perform onsite and remote installations of Waterfall products worldwide. Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers. Conduct onsite customer training during initial installation and as needed thereafter. Work closely with customers to engineer and optimize solutions integrating Waterfall products. Collaborate with the Pre-Sales and Sales teams to understand customer requirements and assist with technical evaluations. Manage assigned support cases and maintain accurate records in the company’s tracking system. Document all service and installation activities through detailed reports and logs. Requirements (Mandatory) 3–5 years of experience working with IT or OT infrastructures — including networking fundamentals, traffic capture and analysis, network protocols, security, and scripting (e.g., batch files). Advanced proficiency in both Windows and Linux environments, including OS installation, system configuration, and debugging. 3–5 years of experience as a Technical Support Engineer or in a similar customer-facing technical role. Proven troubleshooting expertise for both software and hardware issues. Excellent interpersonal and communication skills with a strong customer-service orientation. Willingness to travel up to 40% of the time (as required). Experience with multidisciplinary systems (hardware, software, and networking). Advantages Experience with database management and troubleshooting (MSSQL, MySQL, Oracle, PostgreSQL, MariaDB). Knowledge of OSI PI and OPC data systems installation and support. Familiarity with SCADA systems and Industrial Control Systems (ICS). Experience in pre-sales or customer technical engagement. Education BS/MS in Computer Science, Engineering, or a related technical field. Requirements None

Responsibilities

The Customer Support Engineer will provide Tier 1–3 technical support and perform onsite and remote installations of Waterfall products. They will also conduct customer training and collaborate with sales teams to understand customer requirements.