Technical Support Engineer Tier 3

Required Technical Support Engineer Tier 3
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.
Youll Own:
Subject Matter Expertise: Serving as a dedicated subject matter expert (SME) for a specific product area and owning it end-to-end.
Escalation Management: Partnering with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes.
Team Enablement: Educating and upskilling Tier 2 teams by sharing insights,

דרישות:

4+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills.
Proficient in escalation/incident management and adhering to SLA timelines.
Experience in web application troubleshooting with the ability to quickly grasp new technologies and products.
Ability to read and understand code and write occasional scripts to resolve complex customer issues.
Experience with AI tools as a builder, specifically Claude Code.
Knowledge of SQL scripting and practical experience with APIs.
Familiarity with tools such as Coralogix, Datadog.
Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements.
Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities.
Experience with us is a strong plus! המשרה מיועדת לנשים ולגברים כאחד.