Open Positions
L3 SW Escalation engineer
About The Position
Cust2Mate is a global leader in smart-cart platforms, transforming in-store shopping through digitalization and personalization. Our award-winning Smart Carts, trusted by leading grocery chains, elevate the customer experience, optimize store operations, and bridge online and physical retail. Driven by strong market demand, recent major funding, and an expert team, we are rapidly expanding, advancing our technology, and accelerating global growth with top retailers. We are looking for talented and motivated individuals to join us and be a part of this fascinating journey.
Role Overview
Role Overview as a Technical Customer Success Manager, you will play a pivotal role in ensuring our customers achieve maximum value from our products and services. You will be part of a team, that is the primary technical point of contact for our retail customers, providing expert support and guidance throughout the customer lifecycle. This role requires travel abroad for customers’ support
Key Responsibilities
· Technical Project Management:
· Oversee the technical implementation lifecycle, from project kickoff to go- live.
· Technical Expertise:
· Serve as a subject matter expert for our technical solutions, including
o DB experience with MSSQL, Mongo
o Scripting (for example: power shell)
o Knowledge with MSXML, Jason, different configuration files
o Knowledge with SW distribution tools
· Provide in-depth technical support to customers, including troubleshooting, issue resolution, and system configuration.
· Conduct technical assessments and provide recommendations for system optimization.
· Customer Onboarding:
· Develop and deliver comprehensive onboarding plans for new customers, including system setup, configuration, and training.
· Ensure a smooth transition from sales to implementation.
· Customer Relationship Management:
· Build and maintain strong relationships with customers, acting as their trusted advisor.
· Proactively identify customer needs and opportunities for upselling and cross-selling.
· Product Feedback:
· Gather customer feedback and work closely with the product team to drive product enhancements and new feature development.
· Create and maintain technical documentation, including user guides, FAQs, and knowledge base articles.
Requirements
· Previous experience in software Support (Mandatory) and providing support to the
Retail industry (highly desirable)
· Proven experience in a technical customer-facing role, such as customer support, implementation, or consulting.
· Strong understanding of Retail is a BIG added value.
· High proficiency in English as a must
· Proven technical background
· High personal communication skills
· A team player
· Quick and self-learner
· Excellent problem-solving and troubleshooting skills.
· Ability to communicate complex technical concepts to a non-technical audience.
· Technical Project management skills.
· Experience working in a fast-paced, dynamic environment.
· Bachelor’s degree in Computer Science, Engineering, or a related field – an advantage
What We Offer
- Making an impact in a growing, successful company
- A dynamic learning environment
- Competitive salary & benefits
- Located in Tel Aviv, walking distance from the train station
