Tier 3 Technical Support Engineer

Tier 3 Technical Support Engineer

On-site | Modi’in / Be’er Yaakov

About Surense

Surense (Sure + Sense) is a bootstrap company, founded in 2019 and headquartered in Modiin, Israel, and the creator of Surense, an innovative, category-leading SaaS CRM platform designed for insurance brokers.

Our mission is clear: to empower insurance brokers with powerful, intuitive technology that streamlines customer management, optimizes sales, and drives sustainable growth.

With Surense, we bring every day hi-tech and innovation to thousands of users and millions of end-customers in Israel.

About the role

Surense is looking for a Tier 3 Technical Support Engineer to join our growing Support & Customer Success organization. This role is for a hands-on, highly technical professional who enjoys deep problem-solving, owns complex issues end-to-end, and works closely with R&D to deliver stable, scalable solutions for a production SaaS platform used by thousands of insurance professionals.

What you’ll do

• Serve as the highest escalation point (Tier 3) for complex technical issues from Tier 1/2 and CS teams
• Investigate production issues across backend services, APIs, data flows, and integrations
• Reproduce issues in staging/production, perform root-cause analysis, and drive permanent fixes
• Work closely with R&D, Product, and DevOps on debugging, releases, and improvements
• Improve monitoring, alerts, documentation, and knowledge base to reduce recurring issues
• Support complex customer onboarding, integrations, and enterprise configurations when needed
• Help define support standards, escalation flows, and quality metrics as the team scales

Tech & environment

• B2B SaaS platform in the Insurtech domain
• CRM & Support tools: Intercom, ClickUp, Slack
• Work with logs, databases, APIs, and cloud environments (AWS)
• Close collaboration with Backend (Java/Spring Boot) and Frontend (React) teams

Requirements

• Bachelor’s degree in Computer Science / Software Engineering / Information Systems or related field
• 3–6+ years in Technical Support / Support Engineering / Application Support (Tier 2–3), preferably in B2B SaaS
• Strong understanding of web architectures, APIs, databases, and production systems
• Experience troubleshooting complex, data-driven systems
• Excellent communication, ownership, and prioritization skills
• Experience in Insurance / Fintech – advantage

Why Surense

• Real technical impact on a live, growing product
• High ownership and close collaboration with CTO
• Opportunity to shape how Tier 3 support is built and scaled
• Stable, growing company in a strong industry

We are committed to equal employment opportunities regardless of race, religion, gender, age, sexual orientation, or any other personal characteristic - all qualified candidates are welcome to apply.