Senior Technical Support Engineer

Optimove is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world's most exciting brands, such as Papa John's, Staples, and Entain, who love our thought-provoking combination of art and science. With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we're on the cusp of our next growth spurt. It's the perfect time to join our team of ~400 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with Optimove is basically guaranteed.

We are looking for a Senior Technical Support Engineer to join us!

On your day-to-day work, you will act as an escalation focal point for Customer Technical Support teams for Tier 1 Support, and Operations teams. Be responsible for performing deep investigations and solving complicated issues.Responsibilities

• Acting as Tier2+3 support escalation team member, investigating, and solving customer and monitoring issues.
• Triage support tickets
• Conducting root cause analysis
• Working closely with DevOps and Engineering teams in the R&D organization to resolve customer issues quickly and effectively.
• Prioritizing customer issues according to their business priority.
• Acting as the technical leader: mentoring fellow engineers and employing technical expertise in driving decisions.
• Identify support tools gaps, enhance needs, and propose solutions.
• Understanding business requirements and converting them into ticket/issue resolution.
  
  

• At least 3 years of experience and relevant background in supporting B2B Cloud/SaaS-based solutions .
• Proven SQL skills
• Experience with SaaS applications.
• Excellent Understanding of APIs, using Postman or similar.
• Command-line tools (curl, sdks)
• Analyzing data using tools like Grafana, Kibana, Wireshark, Data dog
• Ability to communicate a negative answer (i.e. to a customer) effectively.
• Outstanding communication skills in both Hebrew and English.
• Ability to write technical guides and explain technical concepts to a non-technical audience.
• Ability to learn a highly complex system in a short timeframe.
• Problems solving – understanding what the customer needs (not what he wants) and providing a good enough solution.
  
  

• B.Sc. degree
• Experience with Cloud native companies and architectures