How UPTIME Supports Pinecone’s U.S. Operations from Israel to New York
Pinecone is an Israeli-headquartered enterprise SaaS company with approximately 200 employees globally and about 120 employees in the United States. With its IT organization based in Israel and a significant employee population in the U.S., Pinecone needed a local technology partner that could work alongside its internal IT team and support employees during U.S. business hours.
UPTIME IT became that U.S. technology partner.
- Customer
- Pinecone
- Industry
- Enterprise SaaS / Technology
- Global employees
- ~200
- U.S. employees
- ~120
- Headquarters
- Israel
- Initial UPTIME role
- U.S. IT support + JumpCloud
A Global Company with IT Leadership in Israel and Employees in the U.S.
Pinecone’s internal IT organization is based in Israel. A large share of its people, though, work in the United States, concentrated in New York City.
That geography creates a practical support gap. There is roughly a seven-hour difference between Israel and New York. U.S. employees are starting their day and working through it while colleagues in Israel are wrapping theirs up. A request raised during a New York afternoon can easily turn into a next-day item.
Pinecone’s internal IT organization stayed in place. What was missing was a U.S.-based technical team that could support employees locally while continuing to work within the standards and direction set by that organization.
Technical expertise around JumpCloud was part of the requirement as well.
Not a Replacement for Internal IT — an Extension of It
Pinecone kept its internal IT organization. UPTIME did not step into its place. UPTIME operates as the U.S. layer underneath it — close to the employees, reporting into and coordinating with the team in Israel.
That is the shape of co-managed IT services: an internal team that keeps ownership of its environment, and an outside team that takes responsibility for agreed areas the internal team cannot practically cover on its own.
What UPTIME Took Responsibility For
U.S. employee support
Local technical assistance for Pinecone employees working in the United States.
JumpCloud
Administration and technical support around Pinecone’s JumpCloud environment.
U.S. technical coverage
A technical team operating during U.S. business hours.
Coordination with Israel
Working with Pinecone’s internal IT organization rather than creating a second, separate technology operation.
Closing the Israel–U.S. Support Gap
7-hour difference
The value here is ordinary and easy to underrate: someone technical is available while U.S. employees are working. Questions get picked up the same day rather than queued against the start of the next Israeli workday, and problems that need hands or a local presence are handled by people in the same country.
UPTIME’s helpdesk is staffed during U.S. business hours, Eastern time. Pinecone’s internal IT team keeps direction of the environment; UPTIME covers the hours and the geography that are difficult to serve from Israel.
From U.S. Support to a Broader IT Role
The engagement started narrow and specific. Pinecone needed dependable IT support for its U.S. organization, and it needed JumpCloud expertise.
Over time the relationship widened. Pinecone subsequently asked UPTIME to take on IT responsibilities beyond the original U.S. scope and to support the organization more broadly.
The expansion itself is the proof point: what began as a solution for U.S. coverage developed into a broader technology relationship.
Scope moves in that direction when the working relationship holds up day to day. An internal IT organization does not hand additional responsibility to an outside partner unless the first set of responsibilities has been handled well.
The Customer Perspective
Ifat Villaret, VP of Finance at Pinecone, is the customer contact for this case study. Pinecone has approved being named here.
The clearest statement of how the engagement has gone is what Pinecone did rather than anything UPTIME could write on its behalf: it asked UPTIME to take on more.
A U.S. IT Team That Works with Headquarters
Pinecone’s situation is a common one. Israeli-headquartered companies often build substantial U.S. operations well before they want to duplicate an entire internal IT organization in America — and duplicating it is rarely the right answer anyway.
The alternative is a U.S. extension of the team that already exists: supporting employees locally, providing technical resources during U.S. hours, coordinating with headquarters, and taking responsibility for the operational areas both sides agree on.
That is the model UPTIME runs for Pinecone, and it is the basis of our IT support for Israeli companies with U.S. offices.
Related
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