Tier 2 Support Specialist

Who are we?

Zencity is re-inventing the way governments listen to, understand, and interact with their residents. Our community trust platform uses advanced Natural Language Processing, ML algorithms and generative AI to help government organizations hear from more citizens, be more data-driven and increase resident satisfaction.

Zencity’s global team of urban enthusiasts and data geeks work with hundreds of cities and counties worldwide - from Los Angeles, to Chicago, to Tel Aviv. If you’re passionate about joining a growing company whose focus is on leveraging data and tech to radically improve life in communities - your place is with us!

What is the role?

As a Tier 2 Support Specialist, you'll excel in addressing complex technical issues, collaborating closely with Tier 1 support and the Product and R&D teams in Tel Aviv for efficient ticket resolution. You will leverage your diagnostic and troubleshooting skills to provide swift resolutions, conduct root cause analyses, and contribute to our robust knowledge base. Your role involves seamless cross-functional collaboration to resolve complex customer issues, and the creation of support documentation for both internal and external use. If you thrive in a fast-paced environment and are committed to delivering top-notch support and user satisfaction, this role is for you!

Responsibilities:

• Provide advanced technical support to customers, addressing complex issues and inquiries, responding to tickets over email and our support web portal
• Diagnose, reproduce and resolve technical and complex software issues.
• Collaborate with Tier 1 support to escalate and resolve escalated tickets efficiently.
• Ability to diagnose and troubleshoot complex technical issues, and to be creative in finding workarounds where possible
• Conduct in-depth root cause analysis and provide timely resolutions.
• Document and maintain accurate records of support interactions and solutions.
• Collaborate with cross-functional teams to implement product improvements based on customer feedback.
• Create and update support documentation for internal and external use.
  
  

• At least 1 year of experience in Tier 2 support or 2 years of experience in tier 1 support, or at least 2 years of experience in a similar role (e.g. solution architect, customization engineer, etc)
• Passion for helping customers succeed and for exceeding customer expectations
• Excellent problem-solving and debugging skills, and great communication skills
• Strong familiarity with SQL and NoSQL databases (MongoDB), experience with REST APIs and Postman, handling JSON configurations, basic shell/python scripting, and basic UNIX. Familiarity with monitoring and logging softwares. Advantage if you have prior experience with GIS software like ARCGIS or familiarity with Geojson.
• Ability to work collaboratively in a fast-paced environment.
• Customer-focused and with a commitment to delivering high-quality support.
• Experience in working with various teams (Engineering, Customer Success, QA, Level 1 Support) for issue resolution.
• Excellent spoken and written English
• Zencity is committed to building a culturally diverse team and strongly encourages applications from female and minority candidates.