Support Engineer

A startup specializing in AI processor virtualization has developed an orchestration platform for AI tasks, enabling organizations to run AI technologies with maximum speed and efficiency.

Located in Tel Aviv near a train line, the company operates on a hybrid model with two days of remote work per week. They have around 100 employees and are growing.

The product is based on Kubernetes. The technology stack includes working with Cloud, Microservices, Docker, Kubernetes, and other interesting technologies.

The role is part of a team reporting to the VP of Customer Success and includes providing support to the company's clients. Daily operations and communications are conducted in English.

Responsibility -

● Help customers worldwide resolve complex technical issues, through support portal, chat, screen-share and calls, as required.

● Work closely with the Engineers and Product teams for escalation of cases when needed.

● Managing independently a queue of tickets and technical projects

● Develop internal and external knowledge bases to better support the customer's needs and share best practices

● Troubleshoot complex technical issues both in a customer Kubernetes environment and on the SaaS infrastructure.

● Adapt and innovate in order to constantly improve the customer experience.

● Write documentation, create examples and how-to documents, on a regular basis

Qualifications -

● 4 years of experience as a Support Engineer in a B2B SaaS organization customer service/support organization

● Excellent understanding of Kubernetes and Container based solutions

● Highly technical, with hands-on experience with troubleshooting Kubernetes clusters and IT / System administration issues

● Ability to work in flexible hours and weekends when needed

● Experience working with Salesforce / Zendesk / or equivalent Ticketing software

● Experience with Linux, Bash, Containers Architecture

● Fluent English - Mother tongue grade

● Advantage - BSc in Computer science/Industrial engineer