We are looking for a Tier 2-3 Technical Support Engineer to join our global team of professionals and ensure our clients continue to receive exceptional service.
Responsibilities
Effectively handle customer inquiries and reported issues through different channels, including phone, email, chat, and dedicated support systems.
Address advanced technical tickets escalated from our Tier 1 or Project Manager teams.
Provide timely and professional technical responses, including proactive updates throughout all phases of the case lifecycle.
Develop a deep understanding of the company’s products and services to assist customers with more complex issues.
Analyze and diagnose technical problems and provide effective solutions.
Analyze logs, database queries, and HTML.
Work with AI tools and scripting languages.
Work with support software, CRM tools, ticketing systems (e.g., Zendesk), and other technical tools.
Work according to defined processes and escalation protocols, escalating issues to higher levels when needed.
Work with R&D teams on advanced escalated issues, reported bugs, and required scripts.
Communicate effectively with other departments to maintain customer satisfaction.
Requirements
1-2 years of relevant experience.
B.Sc. in Computer Science, Engineering, or a related field.
Availability to work 5 days a week in a shift-based role, including on-site shifts at our Modi’in office as well as evening shifts - Must.
Availability to work on weekends as needed.
Knowledge of Zendesk (or similar support systems), SQL, and monitoring systems.
Excellent command of written and spoken English.
Service-oriented and passionate about providing exceptional professional service to our customers.
Quick, self-motivated learner with strong analytical skills and experience working in a goal-oriented environment.
Team player with a positive attitude and strong communication skills.
