Senior Technical Support Specialist

As a Senior Technical Support Manager, you will be at the forefront of ensuring a seamless user experience by resolving technical issues for our platform users. You will also oversee the internal IT infrastructure and tackle complex technical challenges, including running and optimizing scripts to support advanced queries. This role demands a balance of technical expertise, customer empathy, and leadership skills.

Key Responsibilities

User Support and Technical Expertise

• Lead the technical support team in assisting users with platform-related issues, ensuring timely and effective resolution.
• Serve as the escalation point for complex technical issues requiring advanced troubleshooting.
• Resolve complex queries and execute advanced scripts to troubleshoot and optimize platform functionality.
• Identify common user challenges proactively and collaborate with the product and IT teams to implement improvements to the platform and internal systems.
• Analyze recurring technical issues and recommend solutions to enhance platform reliability and performance.
  
  

• Oversee and maintain the company’s IT infrastructure, including hardware, software, and network systems, to ensure reliable operations for both internal teams and users.
• Manage infrastructure and provide input on system requirements to support the development, testing, and deployment of platform updates.
• Collaborate with internal teams to identify and resolve IT-related issues that impact platform functionality or user experience.
  
  

• Mentor and guide the technical support team, fostering a culture of excellence and continuous improvement.
• Act as a bridge between customers, technical teams, and product teams to ensure alignment and effective communication.
• Create and maintain detailed documentation for known issues, solutions, and best practices, both for platform users and internal IT systems.
• Generate reports on support metrics, platform performance, and IT system reliability to inform business decisions.
  
  

• Bachelor's degree in Computer Science, Information Technology, or related field. Equivalent experience will also be considered.
• 3+ years of experience in technical support, IT management, or a related field.
• Fluent in Hebrew and English – must be comfortable writing in English
• Service-oriented personality with a can-do attitude
• Experience in a leadership or managerial role - advantage.
  
  

• Strong knowledge of SQL, scripting languages (e.g., Python, Bash), and troubleshooting tools.
• Familiarity with cloud-based platforms, APIs, and debugging techniques.
• Proficient in IT systems management, including networks, hardware, and software.
• Experience with Google Workspace stack - Gmail, Calendar, Docs, etc.
• Experience with ticketing system, Slack, or other ChatOps solutions
• Experience with SaaS platforms is a strong advantage.
  
  

• Exceptional problem-solving abilities and a customer-centric mindset.
• Strong leadership and team management skills.
• Excellent communication skills, both written and verbal.
• Ability to multitask and thrive in a fast-paced, dynamic environment.