Senior Technical Support Engineer

We are seeking a technically strong and highly motivated Senior Global Technical Support Engineer to join our global service organization.

This is a high-impact, hands-on role combining advanced troubleshooting, global field support, product reliability improvement, and active involvement in NPI and product development processes.

You will serve as a senior technical authority within the service organization and a key interface between Service and R&D.

This position includes international travel (~30%), including short-notice travel during critical escalations.

The role offers strong professional growth potential.

Key Responsibilities:

Advanced Technical Support

• Provide expert-level remote and on-site support for complex system issues

• Lead critical customer escalations and drive resolution end-to-end

• Support and guide Field Service Engineers worldwide

• Improve First-Time-Fix and reduce recurring technical issues

Escalation & Reliability Ownership

• Take ownership of critical Down events until full system recovery

• Lead structured Root Cause Analysis (RCA) processes

• Analyze reliability trends (MTTR / MTBF) and recurring failure patterns

• Drive corrective and preventive improvements

Service Representation in NPI & ECO

• Represent Service in NPI processes and Design Reviews

• Ensure serviceability considerations are embedded in system architecture

• Define FRU requirements as part of system BOM structure

• Evaluate ECO impact from a service and field perspective

• Lead Service Readiness prior to product release

Documentation & Training

• Develop structured Service Manuals and troubleshooting guides

• Define SOPs and global service best practices

• Deliver technical training to global service teams

Requirements:

Education & Experience

• B.Sc. in Electrical Engineering / Mechanical Engineering / Physics or related field

• 4+ years of experience supporting complex multidisciplinary systems

• Strong background in advanced troubleshooting and RCA

• Experience working directly with customers in technical environments

Technical Capabilities

• Deep system-level understanding (HW + SW + Process)

• Strong analytical and diagnostic skills

• Ability to operate independently in high-pressure situations

• Experience with reliability analysis methodologies — advantage

• Experience with X-ray systems or high-voltage imaging systems — advantage

Personal Profile:

• High ownership and accountability

• Strong motivation and continuous learning mindset

• Big-picture thinking with attention to detail

• Ability to influence and lead without formal authority

• Excellent communication skills

Language & Travel

• Hebrew – native level

• English – high proficiency (verbal and written)

• Availability for international travel (~30%), including short-notice travel when required