Support Engineer

Zoomin is a software startup based in Tel Aviv helping large global companies improve customer experience by making product content available, personalized, and engaging. As a leader in intelligent content delivery, we help organizations such as Mastercard, Dell and ServiceNow deliver personalized and consistent content to their customers at all touch points, reducing customer effort and increasing brand loyalty. We are hiring motivated problem solvers to join our team in Tel Aviv and New York and re-create the way customers consume technical content worldwide.

This is an exciting opportunity to work in a challenging, fast-paced environment in a high-performance team. You will work on an innovative SaaS solution that touches millions of users.

Zoomin is looking for a Support Engineer to join our support organization. As a Support Engineer, you will be responsible for providing technical support to our customers, diagnosing and troubleshooting issues, solving problems or collaborating with other departments within Zoomin to drive to resolution.

What will you do?

• Provide response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
• Troubleshoot issues using documentation, tools, and your analytical approach to produce the best outcome
• Educate customers on the use of Zoomin product features
• For more complex problems, organize and attend Zoom sessions with the customer to help resolve the issue.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams (e.g. R&D)
• Handle critical production incidents/outages with a sense of urgency - page other teams, Coordinate communications with customers until issue is resolved
• Create and update customer and internal-facing documentation to improve overall service quality
• Participate in the customer on-call rotation to ensure we meet customer contractual requirements (on-call will be during the nights and weekends Israel time).
• Work in dynamic time zones during the day - 8:00-17:00 / 10:00-19:00 / 14:00-23:00 (IL time)
• Work in a hybrid work environment with expectations that the individual will be in the office minimum 4 days a week at our TLV office.

What should you have?

• Passion for helping customers succeed and for exceeding customer expectations
• Strong communication and interpersonal skills in English, with the ability to effectively communicate with customers, team members, and management.
• Analytical: taking multiple inputs and approaches to issues to ensure the troubleshooting and resolution path is optimal
• Ability to engage in and handle multiple issues of different priorities gracefully
• Highly organized and methodical, ensuring all issues are managed to completion
• Good technical orientation and understanding of computer systems
• Ability to diagnose and troubleshoot complex technical issues
• Academic degree from an accredited college/university
• Advantage- 2-3 years experience as a support engineer supporting SaaS solutions