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Support Engineer

Israel, United Kingdom

Model9 is a pioneer of cloud data management for Mainframe that is on a mission to accelerate digital transformation and adoption of cloud technologies and economics in large enterprises. 

We are seeking an enthusiastic, collaborative, and highly motivated Support Engineer to join our Customer Success team. We are looking for a service oriented person who thrives in a fast-paced environment. The job requires providing technical support to partners and customers remotely, using all methods of communication (email, phone, remote sessions, etc.)

The position includes:

  • Providing Tier 1 technical support to customers and partners around the world
  • End-to-end ownership of customer reported issues  
  • Understanding the SLA of assigned projects/customers
  • Responding promptly and efficiently to any Service Requests and/or Change Request
  • Diagnosing and troubleshooting customer issues and identifying proper solutions
  • Leading each SR/CR, event and Fix Pack in front of the customer and representing Model9 in a professional manner 
  • Performing installations/upgrades and fix implementation according to relevant installation instructions and procedures
  • Updating the assigned service requests in the Service Portal system on a daily basis
  • Working with R&D and the Product department on escalated and unresolved issues until a successful resolution has been achieved
  • Prioritizing and managing open issues 
  • Maintaining relationships with clients – conducting periodical meetings along with the Customer Success team  
  • Training customers on the Model9 product


  • At least 3 years experience in technical support for large scale information systems
  • Proven experience with Mainframe z/OS systems
  • Training and presentation skills
  • Excellent verbal and written communication skills
  • Team Player
  • Native English

Send your resume to [email protected] (Confidentiality guaranteed). 

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