senior Support Engineer

we are looking for a senior Support Engineer to join our israel-based support team. this role is critical to maintaining excellent service for our english and hebrew-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of ai-enabled support workflows.the ideal candidate is a strong hands-on problem solver, an excellent communicator in hebrew and english, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving our internal tools, ai-based workflows, and support processes.this is a hands-on senior individual contributor role with broad impact. in addition to resolving complex customer issues end to end, this person will help shape how support operates in an evolving environment that increasingly includes automation and ai-assisted workflows and tools.why this role matters:israel is a critical support hub for our business. some of our custדרישות:what were looking for 5+ years of experience in Technical Support, support engineering, or similar customer-facing technical roles in a saas or technology environment. strong troubleshooting and problem-solving skills, with the ability to work through complex cases independently. strong sql skills and experience writing complex queries for investigation and troubleshooting. experience working with logs and performing deep technical and data analysis. experience working with apis, including reading documentation, testing requests, and troubleshooting integrations. excellent written and verbal communication skills in hebrew and english. ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure. a proactive, ownership-driven mindset with a strong focus on customer impact. comfort using ai tools in daily workflows, with curiosity about how automation and ai-assisted work can improve support. willingness to TEST new tools, challenge existi