לא צויין
זכר
לא צויין
****
אין פרטים זמינים
מיידי
מחפש בתחום QA או בניהול מוצר
תואר ראשון
עברית
אנגלית
רכב פרטי – רישיון ב'
רכב פרטי
Senior Technical Support Engineer | Professional Services | CSM
| Phone: 054-3102689 | LinkedIn | Or Yehuda
________________________________________
Profile:
● 10+ years of experience in customer-facing technical roles across Technical Support, Implementation, Onboarding and Professional Services for global enterprise customers.
● Own the full post-sale journey- onboarding, enablement, training, support and escalations.
● Deep understanding of networked environments and protocols, applied to diagnosing production issues and improving system stability.
● Troubleshoot complex issues end-to-end- debug, reproduce, document and validate workarounds
● Hands-on manual QA, exploratory testing, identifying bugs, edge cases and flow breaks, translating findings into actionable improvements.
● Partner closely with Product, Engineering, Sales, and Operations to represent the customer voice and drive product improvements.
Professional Experience
2025- Present: Technical Customer Support & Enablement Lead, Worx
● Customer Management & Ongoing B2C Support
● Own the end-to-end customer journey, provide professional and responsive user support, resolve issues, and deliver an excellent customer experience.
● Build and manage onboarding and adoption processes, create enablement materials (product walkthroughs, digital guides, presentations), and establish best practices for effective product usage.
● Issue Identification and manual QA include performing hands-on exploratory manual testing, and identifying bugs, friction points, edge cases and breaks in user flows.
● Collaboration with Product & Engineering including continuously improving the product in alignment with its value proposition and messaging including readiness for B2B/B2B2C scale.
2017 – 2024: Senior Technical Escalation Engineer, AudioCodes
● Owned post-sale technical relationship, including onboarding, enablement, training, escalations, and ongoing customer success.
● Reproduced and analyzed complex field issues by simulating customer environments, identifying root causes, and driving permanent fixes with R&D.
● Delivered customers and internal technical teams training, onboarding sessions and technical documentation to ensure smooth adoption and long-term success.
● Acted as the customer advocate internally, translating field insights into actionable product and process improvements.
● Created reproducible test cases and structured bug reports, enabling faster investigation and resolution by R&D.
● Worked extensively with logs and network analysis to troubleshoot customer issues, identifying root causes and validating workarounds.
● Built and maintained internal knowledge materials (feature documentation, test equipment guides, internal training) and shared best practices with support/field teams.
2015- 2016: Professional Services Engineer -Tier 3, AudioCodes
● Managed global enterprise onboarding and Professional Services from discovery and planning through go-live and stabilization.
● Led implementation and integration projects with customers and internal Product and Engineering teams, executing installations, upgrades, configurations, and troubleshooting in complex customer environments.
● Served as the primary customer-facing technical contact, driving adoption and customer satisfaction.
● Owned Tier-3 support and escalations, performed root cause analysis, defined workarounds and drove permanent fixes with R&D.
● Created reproducible test cases and clear issue documentation; validated fixes and workarounds.
● Delivered customer training and technical documentation, led POC projects and managed IP connectivity setups for global customers, and built playbooks and processes to reduce recurring issues.
2011- 2014: Software QA Engineer, AudioCodes
● Designed and executed manual and automated tests for networking features and routing protocols (BGP, OSPF, RIP).
● Collaborated closely with R&D to validate new features, identify defects, and improve system reliability and performance.
● Participated in customer-driven projects, supporting solution design, POCs, and validation activities.
● Investigated complex issues, reproduced defects, and documented findings for engineering teams.
● Improved test coverage and quality processes across networking components.
2006- 2011: Technical Support Engineer, SkyVision
● Led POC projects and managed IP connectivity setups for global customers.
● Provided first-line technical support and implementation service.
Tools & Technologies:
Jira, Python, Oracle, Linux (Kernel Logs, Syslog), Performance Testing (IXIA), Python & TCL Scripting, Embedded Communication Systems, HP ALM
Networking & Security: TCP/IP, OSI, L2/L3, routing & switching (BGP/OSPF/RIP), VPN/IPsec, DNS/DHCP, HTTP/HTTPS, firewalls, proxies, NIC configuration
Troubleshooting & QA: Wireshark, Root-Cause Analysis, Debugging, Reproducible Test Cases, Exploratory QA, Fix & Workaround Validation, Test Automation, Complex Test Environment Design, HW/FW/SW Integration
Education & Certifications
B.Tech in Electrical Engineering – Afeka College (Graduated with honors, 2006)
Product Management Course – Product Experts College
Python Course – AudioCodes
Cyber Security Course – HackerU
Languages: English – High Proficiency | Hebrew – Native
השכלה
דיפלומה
• Product Management Course | Product Experts College
• Python Course | AudioCodes
• Cyber Security Course
ניסיון תעסוקתי
2025- Present: Technical Customer Support & Enablement Lead, Worx
● Customer Management & Ongoing B2C Support
● Own the end-to-end customer journey, provide professional and responsive user support, resolve issues, and deliver an excellent customer experience.
● Build and manage onboarding and adoption processes, create enablement materials (product walkthroughs, digital guides, presentations), and establish best practices for effective product usage.
● Issue Identification and manual QA include performing hands-on exploratory manual testing, and identifying bugs, friction points, edge cases and breaks in user flows.
● Collaboration with Product & Engineering including continuously improving the product in alignment with its value proposition and messaging including readiness for B2B/B2B2C scale.
2017 – 2024: Senior Technical Escalation Engineer, AudioCodes
● Owned post-sale technical relationship, including onboarding, enablement, training, escalations, and ongoing customer success.
● Reproduced and analyzed complex field issues by simulating customer environments, identifying root causes, and driving permanent fixes with R&D.
● Delivered customers and internal technical teams training, onboarding sessions and technical documentation to ensure smooth adoption and long-term success.
● Acted as the customer advocate internally, translating field insights into actionable product and process improvements.
● Created reproducible test cases and structured bug reports, enabling faster investigation and resolution by R&D.
● Worked extensively with logs and network analysis to troubleshoot customer issues, identifying root causes and validating workarounds.
● Built and maintained internal knowledge materials (feature documentation, test equipment guides, internal training) and shared best practices with support/field teams.
2015- 2016: Professional Services Engineer -Tier 3, AudioCodes
● Managed global enterprise onboarding and Professional Services from discovery and planning through go-live and stabilization.
● Led implementation and integration projects with customers and internal Product and Engineering teams, executing installations, upgrades, configurations, and troubleshooting in complex customer environments.
● Served as the primary customer-facing technical contact, driving adoption and customer satisfaction.
● Owned Tier-3 support and escalations, performed root cause analysis, defined workarounds and drove permanent fixes with R&D.
● Created reproducible test cases and clear issue documentation; validated fixes and workarounds.
● Delivered customer training and technical documentation, led POC projects and managed IP connectivity setups for global customers, and built playbooks and processes to reduce recurring issues.
2011- 2014: Software QA Engineer, AudioCodes
● Designed and executed manual and automated tests for networking features and routing protocols (BGP, OSPF, RIP).
● Collaborated closely with R&D to validate new features, identify defects, and improve system reliability and performance.
● Participated in customer-driven projects, supporting solution design, POCs, and validation activities.
● Investigated complex issues, reproduced defects, and documented findings for engineering teams.
● Improved test coverage and quality processes across networking components.
2006- 2011: Technical Support Engineer, SkyVision
● Led POC projects and managed IP connectivity setups for global customers.
● Provided first-line technical support and implementation service.
Tools & Technologies:
Jira, Python, Oracle, Linux (Kernel Logs, Syslog), Performance Testing (IXIA), Python & TCL Scripting, Embedded Communication Systems, HP ALM
Networking & Security: TCP/IP, OSI, L2/L3, routing & switching (BGP/OSPF/RIP), VPN/IPsec, DNS/DHCP, HTTP/HTTPS, firewalls, proxies, NIC configuration
Troubleshooting & QA: Wireshark, Root-Cause Analysis, Debugging, Reproducible Test Cases, Exploratory QA, Fix & Workaround Validation, Test Automation, Complex Test Environment Design, HW/FW/SW Integration
Education & Certifications
B.Tech in Electrical Engineering – Afeka College (Graduated with honors, 2006)
Product Management Course – Product Experts College
Python Course – AudioCodes
Cyber Security Course – HackerU
● 10+ years of experience in customer-facing technical roles across Technical Support, Implementation, Onboarding and Professional Services for global enterprise customers.
● Own the full post-sale journey- onboarding, enablement, training, support and escalations.
● Deep understanding of networked environments and protocols, applied to diagnosing production issues and improving system stability.
● Troubleshoot complex issues end-to-end- debug, reproduce, document and validate workarounds
● Hands-on manual QA, exploratory testing, identifying bugs, edge cases and flow breaks, translating findings into actionable improvements.
● Partner closely with Product, Engineering, Sales, and Operations to represent the customer voice and drive product improvements.
