Technical Support Specialist

A successful company in the Ad Tech field developing a platform that enables precise advertiser targeting by analyzing and matching content. The system identifies 26 languages and analyzes webpage text to ensure accurate matching.

The product has been established for 13 years, continually evolving and gaining momentum.

The company is located in Herzliya and operates on a hybrid work model, with 2–3 work-from-home days per week.

Strong English proficiency is essential, along with flexibility to align with U.S. time zones when needed.

About the role

• Investigate and resolve production issues
• Escalate complex issues to relevant teams
• Troubleshoot technical issues or questions reported by Account Managers and customers
• Write requirements for internal tools to automation support actions and to automatically verify end-to-end operation of integrations
• Implement and execute data imports/exports for customers
• Maintain and perform operations related to third-party integrations
• Develop a deep understanding of the company’s software products and stay updated on new features, updates, and releases.
• Create and maintain documentation, FAQs, and knowledge base to assist customers and internal teams.
• Log and track customer interactions, technical issues, and resolutions in the support ticketing system.
• Work closely with the engineering, product, and QA teams to identify, replicate, and resolve recurring issues.
• Provide feedback to the product team regarding common customer concerns or feature requests.
• Monitor and achieve key support metrics, including response times, resolution times, and customer satisfaction scores.

Requirements-

• Fluent in English with excellent comprehension, speaking, and writing abilities
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Willingness to align working hours with US EST time zone including Fridays
• Exceptional problem-solving and analytical skills.
• 2 years' experience in a technical support, customer service, or related role.
• Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk) and collaboration tools.
• Familiarity with software troubleshooting.
• Familiarity with tools like SQL, API, Postman, or browser developer tools is a mandatory.
• Strong time-management skills with the ability to prioritize and manage multiple tasks effectively.