Technical Support Engineer (Tier 2)

📌 Tel-Aviv/Haifa , ISRAEL

🗓️ Rotation shift : Monday to Saturday / 5day work

About Us

We are a fast-growing AI SaaS company in the iGaming space, helping operators deliver better,

more human customer experiences. Our technology powers player support across multiple

markets, with deep integrations and compliance guardrails built in. As we scale, we’re looking

for a hands-on Technical Support Engineer (Tier 2) to join our team in Israel.

The Role

As a Tier 2 Technical Support Engineer, you’ll be the bridge between frontline support and our

engineering team. You’ll investigate complex issues that can’t be resolved by Tier 1, diving into

logs, running diagnostics, and making safe configuration updates. You’ll also play a key role in

customer onboarding configurations and in reducing the contact volume that currently

reaches engineering by creating repeatable processes, documentation, and scalable solutions.

What You’ll Do

• Troubleshoot escalated customer issues by reviewing logs, monitoring tools, and system

behavior.

• Perform and manage product/system configuration updates during onboarding and

ongoing operations.

• Replicate and validate customer-reported issues in staging environments.
• Document recurring issues and create runbooks/playbooks for Tier 1 support to handle

independently.

• Work proactively to reduce escalations into the engineering team by streamlining

configs, fixing repeat issues, and closing knowledge gaps.

• Escalate true bugs and edge cases to engineering with detailed steps and evidence.
• Collaborate with Customer Success and Product to improve onboarding and overall

customer experience.

• Participate in an on-call rotation (during business hours only, not 24/7).

What We’re Looking For

• 2–4 years of experience in technical support, QA, or DevOps-lite roles.
• Strong troubleshooting skills across logs, APIs, and system configurations.
• Familiarity with SaaS/web applications, databases, and cloud platforms

(Azure/AWS/GCP).

• Hands-on experience with system configuration and onboarding processes is a big

plus.

• Basic knowledge of scripting (Python, Bash, SQL) a strong plus.
• Excellent communication skills in English; Hebrew a plus.
• Customer-oriented mindset with the ability to explain technical issues in simple terms.
• Based in Israel (Tel Aviv or Haifa area), with ability to work hybrid.

Why Join Us

• Be part of a high-growth startup shaping the future of AI in iGaming.
• Work alongside a passionate, international team.
• Drive real impact by reducing engineering load and scaling customer support

operations.

• Opportunities to grow into senior support, DevOps, or engineering roles.
• Competitive salary + benefits, hybrid flexibility, and a modern office environment.

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