Technical Support Engineer

Industry leader? Well, how about an industry creator?!

WalkMe, an SAP company, pioneered the world's leading Digital Adoption Platform, helping organizations navigate change across any application or system. Today it is the platform that drives AI adoption across the enterprise. Enterprise work stays fragmented across applications, and that fragmentation compounds as AI advances. Traditional training and vendor-provided help leave organizations managing change one application at a time. WalkMe guides people through change, brings AI into the flow of work, automates tasks and shows executives how workflows perform. Global leaders including IBM, Nestlé, Thermo Fisher Scientific, and the U.S. federal government trust WalkMe. WalkMe turns AI potential into AI performance.

So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you!

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.

What You'll Own

• Communicate with customers via email, live chat, and screen shares.

• Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.

• Develop in-depth knowledge of our products and their features.

• Engage with customers to understand and fulfil their goals with our solutions.

• Apply and share best practices for optimal use of our products.

• Innovate and propose ideas for enhancing the overall customer experience.

What You'll Need To Succeed

• 1.5+ year experience in software support or customer service.

• Fluent in English (verbal and written).

• Problem-solving skills with a customer-first approach.

• Knowledge of HTML, jQuery, CSS (please specify your level).

• Experience in various communication formats (written, live chat, conference calls, in-person).

• Ability to grasp and articulate new technologies quickly.

• Proficient in using application logs, browser dev tools, and other diagnostic tools.

• Independent and teamwork capabilities.

• Poise and articulation in challenging customer interactions.

• Availability to work onsite at the Tel Aviv WalkMe office 3 times a week.

• Please note - Working days are Monday - Friday

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.

TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.