Second Line Support Engineer

One of our clients, a leading technology company specializing in real-time aviation solutions, is looking to hire a Level 2 Support Engineer. This company provides cutting-edge software used by major global airlines to enhance flight safety and efficiency. Their innovative cockpit application and web interface enable airline planners and pilots to anticipate and avoid turbulence, ensuring smoother flights for passengers and crew.

Key Responsibilities

• Provide Level 2 support by troubleshooting and resolving escalated technical issues.
• Diagnose and resolve software and network-related problems.
• Work closely with Level 1 support teams to ensure efficient issue escalation and resolution.
• Collaborate with product, development, and engineering teams to address bugs and improve the product.
• Document troubleshooting steps, solutions, and contribute to the company’s knowledge base.
• Assist in system monitoring and maintenance to ensure high availability and performance.
• Communicate technical solutions effectively to both technical and non-technical users.
• Support operational improvements and assist in implementing support systems.

Requirements

• 1-2 years of experience in a technical support or IT role.
• Strong troubleshooting skills and the ability to diagnose software and network issues.
• Familiarity with ticketing systems (e.g., Jira, Zendesk, Freshdesk).
• Ability to read and interpret logs, scripts, and basic coding.
• Excellent communication and customer service skills.
• Strong analytical and problem-solving abilities.
• Bachelor's degree in Engineering, Computer Science, IT, or a related field (preferred).

📍 Company Location: Tel Aviv

👥 Number of employees: 15

📊 This position reports to: Head of Customer Success