Tier 2 Technical support

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.

We’re looking for an experienced Tier 2 Support with a creative mind and extraordinary investigation skills to join our team.

The team aims at providing immediate, high-quality analysis and technical solutions to any issues raised by our players.

Responsibilities

• Investigate & Resolve technical issues escalated from Tier 1 agents.
• Investigate and identify patterns that are causing issues in the system by analyzing data sets, reading system logs, using dashboards, and debugging tools.
• Be the point of escalation between Customer Support and R&D.
• Work closely with the production team and technical support (Tier 3) to solve technical issues.
• Provide comprehensive information regarding technical issues with our products.
  
  

• At least 1 year experience as a Tier 2 Support (or similar technical role).
• Strong SQL knowledge with experience in querying large, complex data sets.
• Excellent problem-solving and root cause analysis skills.
• Multi-tasker, self-learner, proactive and a team player.
• Ability to comply with tight deadlines and self-prioritize.
• Advanced knowledge in Excel.
• English - excellent written and verbal communication skills.
• Experience with system log analysis and REST APIs - Advantage.