Technical Support Engineer (TLV - Hybrid)

Join the team that is changing the way companies deliver service. We'll accomplish this together with our Service Intelligence Platform. Aquant's AI-powered platform improves service outcomes while also decreasing the cost of service by providing the right information at the right time. Now, service leaders, field technicians, and customer service reps can make accurate decisions with greater confidence.

The Technical Support Engineer role is an opportunity to join a rapidly expanding team and make a significant impact. You will deliver in-depth technical support and strive to deliver a high level of resolution. You will be required to quickly diagnose and triage issues, resolve incidents and/or liaise closely with Aquant's R&D and Product teams.

As the technical focal point for our customers and internal stakeholders you will serve as a key function for supporting ongoing innovation and expansion.

Responsibilities

• Troubleshoot product issues and involve other departments such as Product Management and R&D in order to deliver a solution in the form of product fix or other.
• Function as the technical authority and trusted advisor for product and implementation issues and support the different phases of customer onboarding projects, pre and post go-live.
• Identify, organize and prioritize multiple support requests at the same time.
• Conduct root-cause analysis for technical issues, find workarounds and solutions in a timely manner.
• Deep understanding of the customer field service business, including business objectives, KPI's and challenges that Aquant can help address.
• Function as a center of excellence for product knowledge and troubleshooting best practices, contribute and expand the knowledge base of Aquant.
• Work effectively with other teams within Customer Success to ensure successful onboarding and ongoing customer value.
• Act as an advocate for client interests by sharing customer feedback with other Aquant departments.
  
  

• 2+ years of experience as a Technical Support Engineer or Technical Consultant in a SAAS company. Experience with Big Data and AI products is an advantage.
• Strong analytical skills, logical thinking and troubleshooting skills.
• Full proficiency in Microsoft Excel (VLOOKUPs, Pivot Tables, analysis of big data).
• Knowledge and understanding of Databases and ability to fetch and analyze data with SQL queries.
• Knowledge and Experience with Salesforce platform.
• Experience in working with large, complex, multi-divisional global customers.
• Excellent verbal and written communication skills with the ability to relate complex technical or business concepts to internal and external stakeholders.
• Proactive and comfortable working in a fast-paced and dynamic environment with the ability to quickly resolve technical challenges.
• Social and team-oriented personality with strong collaboration skills and an ability to work effectively across other departments and individuals to ensure the best outcomes, focused on commitment to quality and success.
• Maintain a "beginners mind" at all times, always looking for opportunities to learn new things and innovate.
• Passionate about using data and analytics to help customers deliver customer service excellence and drive long term value.
• Excellent English verbal and written communication skills.
• Bachelor's Degree in Computer Science, Engineering or related course of studies.
  
  

• Be Humble and Respectful: We are one team, where collective success is more important than individual ego. Treat your colleagues with respect and empathy, act with good intent and value everyone's contributions.
• Be Curious: Keep learning, and asking questions to understand complex situations. Embrace new challenges. Keep an open mind, and be receptive to feedback.
• Take Ownership: Focus on achieving measurable and meaningful outcomes. Take decisive action, solve problems proactively, and take ownership for projects and results.
• Act with Integrity: Act with Integrity. Do great things while doing the right thing for your customers and colleagues.
  
  

• Vacation your way: We want to make sure you have time to meet your personal needs with generous PTO and flexible vacation planning.
• Everyone is an owner: We want everyone to feel ownership over their work and what we are building here, which is why we offer equity to full-time employees.
• Build your career: Every Aquant employee is in control of their career development with our learning stipends, tools, and training.