Tier 1&2 Support Engineer

Base is a Customer Lifecycle Marketing platform, building the Customer-led Growth (CLG) category and ecosystem. Through journey tracking, automation, insights, and predictions our Customer Marketing platform helps companies refocus their efforts on their customer-base, and attribute growth to customer activations.

Base is seeking a skilled Tier 1&2 Support Engineer to join our dynamic team. In this customer-facing role, you will play a crucial part as the focal point in providing exceptional support to our valued customers. If you have a passion for problem-solving, excellent communication skills, and a background in Salesforce implementation and documentation writing, we want to hear from you!

Please note that due to our customer base being in the US, this role requires work during regular Israeli business hours on a Sunday, but East Coast hours from Monday to Thursday (approximately 12pm-9pm). Native level English is required.

Responsibilities:

• Act as a primary point of contact for customer support inquiries, resolving technical issues and providing timely solutions.
• Analyze research, diagnose, troubleshoot and identify solutions to resolve software, network and system issues
• Collaborate with the R&D team to escalate and prioritize complex cases, ensuring effective communication and customer satisfaction
• Utilize your expertise in Salesforce to guide customers through technical configurations, customization, and integration processes
• Develop and maintain comprehensive documentation, including troubleshooting guides, FAQs, and best practices, to assist customers and internal teams
• Continuously improve support processes and knowledge base resources to enhance the overall customer experience.
• Collaborate closely with cross-functional teams, such as Product and R&D, to communicate customer needs, provide feedback, and drive product enhancements
• Proactively identify recurring issues and trends to contribute to ongoing product improvement initiatives
  
  

Requirements:

• BS degree in Information Technology, Computer Science or equivalent
• Salesforce experience with in-depth knowledge of configurations, permissions, customizations, and integrations
• Proven customer facing experience in enterprise technical support or as a technical engineer
• Knowledge of operating systems, web services, and API
• Experience installing and configuring computer systems and applications for a large company
• Strong technical troubleshooting skills and the ability to diagnose and resolve complex technical issues
• Excellent written and verbal communication skills in English, with a talent for translating technical concepts into clear and concise documentation
• Demonstrated experience in writing customer-facing documentation, such as troubleshooting guides, FAQs, and best practices
• Proactive, self-motivated, and able to work independently, while also being a collaborative team player
• Salesforce certifications (e.g., Salesforce Administrator, Salesforce Platform App Builder) are highly desirable
  
  

Our Culture:

Cultural fit is key to your success within Base! The team is filled with social, friendly people who are all committed to the same goal – excellent, innovative digital work and client satisfaction. It is a flat structure, and the team collaborates, including the founders, who take a hands-on approach in the business.

Base is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

If you are interested in taking your career to the next level and working in a dynamic global SaaS start-up, please apply now.