Technical support Specialist

Fullpath is a fast-growing tech company in the automotive space with hubs across the US and Israel. We are disrupting the multi-trillion dollar transportation industry with our advanced Customer Data Platform (CDP) . Our work happens in the fast lane as we bring AI-powered, data-driven solutions to a quickly evolving industry.

Our team at Fullpath is made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal-driven, and, at our core, we believe every voice has value and can impact our bottom line.

If you are a creative, solutions-oriented individual who is ready to put your career in drive, Fullpath is the place for you!

We are looking to add a Tier 2 Technical support Specialist to our team!

In this role, you will be responsible for troubleshooting and resolving high priority issues while interfacing with the engineering team for escalating bugs and completing customization requests. You will be the point of liaison between our US-based market and our Israel-based development team. The role requires a strong service orientation with excellent communication skills, attention to details, and independent problem-solving skills.

You will be part of our global Support team (Israel and US) and be reporting to our Manager of Technical Support (based in the US).

What you will be responsible for:

• Ensure a timely and quality resolutions of our customers’ open issues using our ticket systems, emails, and other available resources
• Act as the bridge between the Support team (based in the US) and the R&D team (based in Israel)
• Identify recurring issues that impact customer service quality and proactively suggest and implement solutions
• Collaborate with the R&D management to create workflows that improve issues resolution and overall customer satisfaction
• Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members
  
  

• 3-5 years of experience in a technical support role for a SaaS company
• Experience working in a global distributed team
• Excellent English verbal and written communication skills
• Strong troubleshooting experience in Web products and environments
• Experience working with CRMs and task management tools
• Experience working with modern SaaS tools (G Suite, Slack, Zendesk, etc.)
• Experience with HTML / CSS
• Familiarity with common operating systems (Windows, Mac, Linux)
• Working knowledge with monitoring tools and systems (Grafana, DataDog, Splunk) - strong advantage
• Working knowledge of SQL - strong advantage
• Working knowledge of Javascript (or similar) - strong advantage
• Experience in SEO/SEM (e.g., Google Ad words, Facebook, Bing) - strong advantage
  
  

• Ability to interface with different stakeholders to solve issues and implement optimization processes.
• Demonstrate high levels of ownership, accountability and independent problem-solving skills
• Service-oriented approach with strong client-focused skills, able to process and explain technical information on various level
• Proven experience in independent learning of technical tools
• Ability to multitask, prioritize, and work with the adequate sense of urgency of a customer first approach
  
  

• Family-friendly environment and flexible working hours
• An awesome global team of forward-thinking, innovative go-getters
• Integrate with tech titans: work directly with APIs from Google, Facebook, Microsoft, and more
• Be part of a rapidly scaling company poised for the future
• Learning and growth opportunities within a fast-paced tech startup environment
• Clear career advancement path for strong performers
• We are committed to setting each other up for success. As a member of our team, you will work in an environment that encourages growth, initiative taking, and continuous mutual feedback in order to reach your full potential.
• Cibus and lots of yummy treats :-)