We are looking for a Tier 2 technical support engineer as part of our Customer Support team. You will provide advanced technical support to our partners and customers. Your role is responsible for resolving escalated technical issues.
Communication with customers consists of working on cases in our ticketing system and the occasional phone or video call to troubleshoot technical issues. You will collaborate with other teams including engineering, integration, product and account management.
Responsibilities:
• Manage advance tech tickets that were escalated from our Tier1 team
• Provide timely responses and proactive updates during all phases of case lifecycle
• Demonstrate ownership over cases and tickets, and champion ticket resolution with other teams
Requirements:
• Proven 3+ years as a T2 engineer
• Deep understanding in SDLC
• Advance knowledge in ZenDesk, SQL, monitoring systems
• Availability for a full time position, including 2 evening shifts a week
• Proven incident and problem solving %28troubleshooting%29 skills with an emphasis on a timely and accurate resolution
• Ability to coordinate and communicate effectively with teammates, managers and clients to maintain high service levels in a demanding environment
• Ability to work well in team environment
• Excellent verbal, written and analytical skills
• Self-motivated and passionate
• Strong written and verbal communication skills in both English and Hebrew
• Demonstrated leadership ability, strong team player who enjoys a fast-paced atmosphere
