GCO - Service Continuous Improvement Specialist

Curious about what it’s like to work at Cognyte? At Cognyte, you’ll collaborate with expert colleagues around the globe to solve problems most people will never even know exist! You’ll be part of building unique solutions shaped by real investigative methodologies, enabling our customers to identify, investigate, visualize and prevent criminal, terror and security threats worldwide. These solutions are used by law enforcement, national security, and national and military intelligence agencies in almost 100 countries to turn massive, diverse data into clear, actionable intelligence for a safer world. We are looking for a proactive and detail-oriented Support Specialist to help improve the effectiveness, consistency, and quality of our global support organization. The role will focus on support process ownership, quality reviews, operational follow-up, and continuous improvement initiatives. Working closely with support managers and team leaders, this position will help ensure that support standards are consistently applied, improvement actions are executed, and customer-facing operations continue to evolve and improve. As a Cognyter you will: • Case & escalation quality checks: Audit cases for handling quality, SLA adherence, and RMA compliance. On escalations specifically, check the fit between analysis and action — was the case properly diagnosed, and did the resulting action (response, RMA, R&D hand-off) match it? • KPI monitoring: Track KPIs in Salesforce and Tableau, spot anomalies, and turn the numbers into clear updates for managers. • Case trends & knowledge base: Analyze recurring issues and categorization patterns, feed them to R&D/Product/CS, and keep the knowledge base current — turning recurring resolutions into new KB articles. • Process support: Help keep support-process documentation on Confluence accurate and up to date. • Ad-hoc projects: Pick up the improvement tasks managers want done but don't have time for.

Requirements: For that mission you’ll need: • 1–2 years' hands-on experience in a technical/customer support role (support teams, NOC, or similar) — a support background, not a general business-operations or analyst one. • Real familiarity with case queues, SLAs, and escalations gained from doing the work. • An analytical mindset and comfort with Salesforce; exposure to Tableau/PowerPoint/Confluence is a plus. • A process mindset — you think “how do we stop this from happening again,” not just “how do we close this case.” • Good written and verbal English; Hebrew is an advantage.