Support Engineer (Tier 2)

About The Position

GeoEdge is a global leader in ad security and quality solutions, trusted by top publishers, app developers, and ad platforms worldwide.

Our mission is to keep the digital advertising ecosystem safe and transparent, ensuring users everywhere enjoy a clean and trustworthy online experience.

We’re expanding our Support Team and looking for a Support Engineer with a strong technical mindset, excellent communication skills, and a passion for solving problems and helping customers succeed.

As a Support Engineer, you will act as the technical point of contact for our clients - investigating complex issues, managing escalations, and working closely with our R&D and Product teams.

You will be part of a friendly and professional team based in Tel Aviv, supporting customers around the world.

Responsibilities

• Resolve incoming client issues via email, chat, and Zoom/Meet within defined Service Level Agreements (SLAs).
• Investigate and analyze client requests by utilizing available tools, databases, and logs to identify root causes and recurring patterns.
• Manage and prioritize support tickets using Jira (or similar systems), focusing on the most impactful cases and ensuring timely updates to customers.
• Collaborate closely with R&D and Product teams to troubleshoot and resolve complex or escalated issues.
• Escalate critical or complex cases to Tier 3/R&D teams with clear and detailed documentation.
• Maintain accurate records of issue statuses and provide updates to clients and management when necessary.
• Contribute to internal documentation, knowledge bases, and best practices to enhance Support processes.
• Uphold customer service guidelines and ensure a high level of customer satisfaction, representing GeoEdge’s customer-first approach.
• Participate in weekly stand-up meetings and report on open cases and progress.

Requirements

• 1+ years of experience in technical support (Tier 2) or a related technical role.
• Hands-on experience with log investigation and ticketing systems (e.g., Jira, Zendesk).
• Basic proficiency in SQL.
• Proven experience working directly with customers and collaborating with R&D teams and product.
• Native or fluent English, both written and spoken.
• Strong analytical and problem-solving skills.
• Independent, accountable, and proactive, with a strong sense of ownership and responsibility.

Advantages

• Experience in the ad tech ecosystem (DSP, SSP, publisher, or ad network)- a big advantage.
• Familiarity with AI tools or AI-driven workflows.
• Basic knowledge of HTML, JavaScript, or web technologies.
• Experience with data visualization or monitoring tools (e.g., Kibana, Grafana).

Why Join Us

• Be part of a global leader in ad security and quality with a strong reputation in the industry.
• Join a collaborative and supportive team that values curiosity, ownership, and teamwork.
• Take part in a role that combines technical depth, product insight, and customer impact, offering a real path for professional growth.
• Work on meaningful challenges that impact millions of users worldwide.

If you don’t meet all of the above, that’s okay! We believe in hiring people with a passion to learn, grow and take on our exciting space. Ready to be the hero our digital world needs?

GeoEdge is an Equal Opportunity Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status.