Tier 3 Support Engineer - Student

About the company

Gloat is a revolutionary startup based in New York, Tel Aviv and London. Our pioneering Internal Talent Marketplace has disrupted the HR Tech industry and is now powering some of the world’s largest, and most innovative companies in their journey of becoming future-ready workforces. If HR tech, career development, and the future of work are issues you care about - you’re in for a crazy ride.

Life at Gloat

We are a startup with 140+ team members between our offices in Tel Aviv, New York City and London. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us.

About the role

We are looking for a Tier 3 engineer to join our expanding Technical Support group.

In this role you will be part of the technical spearhead within our Global Technical Support organization, and will build and provide strong technical capabilities services with the ability to diligently investigate product issues at a code level to ensure a fast turnaround and solutions to our customers. As part of the role you will also take part in designing and writing tools that help better diagnose issues and will be used by the broader Support teams.

The ideal candidate has familiarity with Backend and\or Frontend technologies, experience debugging and investigating issues using various tools, and the ability to work directly both with the engineering team and with customers on issues which require joint investigation with the customer technical teams.

In this role you will:

• Work on assigned tickets ensuring customers escalations are reviewed, prioritized, and resolved within SLAs
• Provide quick and professional solutions and workarounds for critical problems escalated by customers
• Perform in-depth troubleshooting including debugging of the product at a code level
• Identify product bugs, providing high-quality investigation outcome to the engineering teams
• Work with the engineering teams on Escalated tickets or reoccurring issues to identify and resolve root causes
• Work with engineering teams and leaders to ensure Tier 3 Escalations are handled in a timely manner
• Provide consultation to the Technical Support teams on raised issues\questions
• Work directly with customers technical teams where needed for troubleshooting purposes
• Be knowledgeable on latest product updates and technologies
• Establish, Document, and implement technical processes and procedures, such as investigation and troubleshooting best practices and guides

Requirements:

• BSc/BA Student in Software Engineering/Computers Science/information technology, or any other related field, with 1-2 years remaining for graduation.
• Availability to work in shifts at least 20-25 hours per week (Monday to Friday)
• Be an independent, creative, focused, and organized team player.
• Great interpersonal and communication skills, with high proficiency of verbal and writing skills in English
• Technical support background and\or orientation - An advantage
• Programming - Familiarity/experience with Python and JavaScript (specifically using React)
• Strong technical skills with the ability to troubleshoot, investigate and find root cause of complex problems in applications flows and integrations (APIs).
• High motivation to work in dynamic and innovative startup
• Ability to work under pressure in a fast paced environment and short deadlines