Tier 3 Support Engineer

A boutique research company and a leader in the offensive cyber space, operating under the radar and specializing in intelligence collection using groundbreaking and proprietary technologies.

The company is known for its exceptional talent, including graduates of elite military units and candidates with outstanding academic and professional profiles.

Headquartered in Tel Aviv, near a train line, the company employs around 90 people and offers a hybrid work model.

Responsibilities-

• Providing advanced technical solutions and consulting for customers facing complex technical issues.
• Analyzing and resolving Tier 3 technical problems, including code-level, infrastructure, and architecture-related issues.
• Collaborating with the development team to identify and address issues that may arise in the system.
• Assisting Tier 1 and Tier 2 support teams by transferring knowledge and providing guidance in resolving issues.
• Quickly and effectively handling critical escalations, ensuring issues are prioritized and resolved with minimal customer impact.
• Performing in-depth log analysis to identify root causes and provide actionable insights to resolve problems.
• Conducting system optimizations to improve performance, stability, and reliability.
• Providing internal training and technical guidance to support and engineering teams.
• Utilizing advanced tools and technologies to enhance customer experience and ensure system uptime.
• Developing and implementing automation solutions to streamline processes, improve efficiency, and reduce manual intervention.
• Building and maintaining automated scripts and workflows to ensure smooth operations and fast resolution of recurring issues.

Requirements-

• 3 years of experience in technical support or engineering in a similar role (Tier 3 or high-level support).
• Strong expertise in operating systems, especially Linux.
• Deep experience with troubleshooting and debugging complex issues, including code analysis.
• Proficiency in tools and technologies like Docker, Kubernetes, Ansible, or similar infrastructure management tools.
• Ability to read and write code, with experience in languages such as Python, Bash, or similar scripting languages.
• Strong knowledge of data systems, databases (SQL, NoSQL), and performance optimization.
• Proven ability to handle critical escalations and resolve issues under time pressure.
• High analytical skills, creative problem-solving ability, and capacity to work well under pressure.
• Experience in developing automation solutions, including writing scripts for automation of routine tasks and processes.