Technical Support Specialist

Wanted: Support Engineer (Tier 2) for an AdTech company in Tel Aviv. This is a mega rewarding full-time and fixable position ( 2 days from home).

The chosen candidate will act as the technical point of contact for the company's clients - investigating complex issues, managing escalations, and working closely with R&D and Product teams.

Job 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.

● Contribute to internal documentation, knowledge bases, and best practices to enhance Support processes.

Job Requirements:

● 1–3 years of experience in technical support (Tier 2) or a similar technical role.

● Mandatory experience working directly with customers in a technical environment.

● Hands‑on experience investigating logs and working with ticketing systems (e.g., Jira, Zendesk).

● Strong technical aptitude and problem‑solving skills — QA candidates with customer‑facing potential are welcome.

● Experience collaborating with R&D and Product teams.

● Excellent English communication skills (written and spoken).