Mohammad Omari
Enterprise Support Engineer | Partner Program Ownership
Jerusalem
Summary
Partner-focused support and program leader with 9+ years of experience driving enterprise and partner success. Proven at owning and scaling VIP and partner support programs, defining SLAs and KPIs, and delivering enablement initiatives that reduce escalations and improve customer satisfaction.
Experienced in cross-functional leadership across Support, Product, R&D, Sales, and Operations, serving as a trusted escalation owner and driving data-driven improvements through training, creating technical content, and structured feedback loops.
Overview
2026
2026
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Enterprise Support Engineer
CyberArk
2022 - Current
- Manage end-to-end technical issues across CyberArk platforms through deep troubleshooting, collaborating with Product, R&D, and Sales to identify root causes, deliver fixes, and consistently meet SLA and KPI targets while keeping stakeholders aligned.
- Design and deliver partner enablement programs, including workshops and advanced training sessions, improving partner troubleshooting capabilities and reducing escalation dependency.
- Lead onboarding and capability development programs for engineers through structured coaching and performance feedback.
- Analyze deflection trends and build Salesforce reports to identify performance gaps and improvement opportunities.
- Create and maintain technical documentation, aligning Support, Product, and R&D on updates and best practices.
- Support enterprise environments including Windows Server, Linux, Active Directory, AWS, Azure, and VMware.
Senior 2nd Level Technical Support Engineer
Taboola
2020 - 2022
- Owned and scaled Taboola’s VIP Support Program, defining KPIs and SLAs, building enablement frameworks, and reporting program health to leadership, supporting top-tier customers resulting in improved satisfaction and retention.
- Owned end-to-end engagement for 70 VIP customers, delivering proactive communications, enablement sessions, trainings, and recurring program updates.
- Led a cross-functional delivery team of 8 senior engineers, tracking performance, SLAs, and program outcomes.
- Analyze project progress and performance by building SLA and KPI dashboards using Salesforce, Tableau, and analytics tools and updating account owners and management.
- Established structured partner feedback loops to internal teams, influencing product and operational improvements.
2nd Level Technical Support Engineer
Taboola
2019 - 2020
- Designed and delivered onboarding and training programs for 2nd-level engineers.
- Resolve escalated cases through deep troubleshooting (DB analysis, logs, system diagnostics using SQL and HTML and google analytics tools).
- Analyze campaign data and adjust strategies to deliver maximum return on investment and provide custom reports to communicate key metrics and findings.
- Develop customer-facing and internal documentation in collaboration with Product, R&D, and IS teams.
Media Content Reviewer
Taboola
2017 - 2019
- Provide first-line support to advertisers and train new team members in media branding and policy, remotely and locally.
- Create and update advertisers policies and share newsletters to advertisers to enhance performance.
Education
Google Project Management
Coursera
BA - Logistics, Economics and Business
Bar Ilan University
Ramat Gan 10.2015 - 10.2018
Scientific Baccalaureate -
Collège Des Frères
Jerusalem 09.2010 - 09.2013
Statistics And Economics -
Hebrew University of Jerusalem
Jerusalem 10.2013 - 10.2014
Skills
Project Management Analytical Skills Partner and Customer focused Self-Reliant Proactive Metrics & KPI Ownership Time Management Partner Enablement Data Driven Communication
Technical Skills
Enterprise IT & Security: Privileged Access Management (PAM), Identity & Access Management (IAM), Windows Server environments, Enterprise IT infrastructure
Tools & Platforms: Salesforce (Program & SLA reporting), Tableau (Executive dashboards), Jira (Escalation tracking), MySQL, Kibana, Grafana, Kusto, Google Analytics, API, Monday, Excel
Additional experience
Target-track CRM | 2025
End-to-end designing and developing a CRM WebAPP to track KPI's, sales, share updates and communicate with workers.
Project Manager | Latet Organization | 2017 – 2018
Led fundraising project managing logistics, team coordination, and community engagement initiatives.
Timeline
BA - Logistics, Economics and Business
Bar Ilan University
10.2015 - 10.2018
Statistics And Economics -
Hebrew University of Jerusalem
10.2013 - 10.2014
Scientific Baccalaureate -
Collège Des Frères
09.2010 - 09.2013
Enterprise Support Engineer
CyberArk
2022 - Current
Senior 2nd Level Technical Support Engineer
Taboola
2020 - 2022
2nd Level Technical Support Engineer
Taboola
2019 - 2020
Media Content Reviewer
Taboola
2017 - 2019
Google Project Management
Coursera