CX Engineer

CX Engineer
Israel - Commercial - Full-time
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Glassbox is looking for a talented and experienced CX Engineer to join our Global Commercial team.
We are Glassbox, and our mission is to reveal the insights that empower organizations to deliver exceptional digital customer experiences.

We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies worldwide.

Our customers are the best, including six of the ten largest global banks, the world’s largest hotel chain, the largest healthcare provider, and the largest telecommunications company in the U.S.

Now is the perfect time to come to Glassbox and help us accelerate our global leadership position!

If you are a dynamic, successful, experienced metrics-driven leader, Glassbox might be a great fit.
Will you join us in this journey?

What will you do?
Diagnose and Troubleshoot: Use your analytical skills to diagnose issues within web applications, employing various tools and techniques to identify the root causes of problems.
Customer Support: Serve as the first point of contact for customers experiencing issues with web applications. Provide timely and empathetic support via ticket/phone.e
Technical Documentation: Create and maintain detailed documentation of common issues and solutions to enhance the customer support process. This includes knowledge base articles, FAQs, and troubleshooting guides.
Continuous Learning: Stay updated with the latest industry trends, tools, and technologies related to web application development and security to provide knowledgeable support
Working with R&D: Collaborate with the Research and Development (R&D) team for in-depth technical issues that require advanced investigation or development intervention. Escalate tickets to R&D with comprehensive details to facilitate efficient problem resolution

What will you need?
1-3 years of experience supporting client-server applications on Windows and Linux environments, applications and server-side
Web analysis skills - analyzing web traffic, including HTML, cookies, HTTP, and REST APIs using website monitoring and debugging tools. (Fiddler, Devtools etc)
Experience with Linux operation
Excellent English verbal and written communication skills and support methodology
Strong troubleshooting and problem-solving skills
Ability to manage multiple competing priorities and work effectively under time constraints in a fast-paced, collaborative work environment

Advantage:
Experience working with AWS
Knowledge of mobile app development environments, frameworks, and tools