Technical Support Specialist

Description:

Fullpath by Cox Automotive 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 for a talented Technical Support Specialist (Tier 1) to step into a foundational role with opportunities for advancement to Tier 2, Team Lead, Technical Support Engineer, or specialized technical roles based on performance and interest. Beyond ticket resolution, you will be empowered to act as a crucial liaison between our customers and engineering teams, identifying trends and contributing directly to product improvements, knowledge base development, and operational initiatives. You'll gain invaluable experience with cutting-edge SaaS technologies at a high-growth startup.

We are seeking a highly autonomous and experienced learner who thrives on tackling new challenges, proactively expanding their technical expertise, and consistently delivering a superior customer-centered experience within a fast-paced environment.

This position is based in Israel (Jerusalem or Tel-Aviv) and reports to the Manager of Technical Support in the US.

• Provide high quality customer support to Fullpath’s customers
• Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats
• Troubleshoot, manage, and resolve technical issue tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Salesforce and Atlassian
• Triage, prioritize, and drive open cases in the US queue during Israel working hours
• Manage high-pressure critical alerts and outages
• Collaborate with US teams and Israel support engineers to solve technical product issues while keeping in constant communication with the customer
• Resolve complex technical escalations, and drive process improvements with leads to reduce global escalation rates and friction
• Architect advanced internal resources and documentation for systemic issue resolution
• Demonstrate a “can do” attitude to solve as many issues at your resolution level
• Performing a variety of additional technical tasks on our customers’ accounts

To be a Technical Support Specialist you need to have:

• At least 1-year of experience in troubleshooting for SaaS products
• At least 1-year of experience working with Tier 1 Lead /Tier 2 support
• Excellent English verbal and written communication skills
• Ability to build and lead strategic relationships with Engineering, Product, and R&D for rapid issue resolution and long-term technical improvements
• Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
• Strong operational skills to manage queue flow, prioritize urgent cases, and support global team resolution
• Basic to intermediate understanding of SQL
• Practical experience with Chrome Developer Tools and testing APIs (e.g., Postman)
• Familiarity with common operating systems (Windows, Mac, Linux)
• Familiarity with scripting (e.g., Python, Bash) and languages such as JavaScript or Python
• Hands-on experience or familiarity with monitoring tools (e.g., Grafana, DataDog, Splunk, New Relic)
• Service-oriented approach with strong client-focused skill
• Team player with collaborative work style
• Excellent time management and organizational skills
• Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage