Technical Support Engineer - Tier 2

We are a dynamic start-up based in Israel, offering an advanced

SaaS platform that empowers HR teams to manage the complete

employee lifecycle seamlessly.

Serving hundreds of customers and experiencing rapid growth,

we’re seeking talented engineers eager to shape the future of

HR technology.

Role Description

The role involves providing technical support to customers, troubleshooting complex issues, and collaborating with Tier 1 support and other teams to resolve escalated technical challenges. A key aspect of the role is delivering exceptional customer service while analyzing and resolving technical problems efficiently to ensure customer satisfaction.

• Taking full ownership of customer technical issues across multiple applications, including initial troubleshooting, identification of root causes, and issue resolution and communication.
• Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams.
• Designing and maintaining the knowledge base, keeping it up-to-date with relevant information.
• Providing product feedback and insights to internal teams.
• Contribute to building a robust HR Tech platform serving hundreds of thousands of users.

Qualifications

• 3+ years of technical support experience.
• Solid understanding of web front-end technologies including JSON, HTML, CSS, and JavaScript.
• Strong knowledge of SQL and data analysis.
• Familiarity with coding languages (Python, Shell, C, JAVA).
• Ability to understand flows and provide creative troubleshooting solutions.
• Ability to handle stressful situations effectively.
• Exceptional analytical and problem-solving skills.
• Strong communication and ability to clearly communicate technical concepts to both technical and non-technical stakeholders.
• Highly organized, excellent quality & timely deliveries discipline.
• Self-motivated, adaptable to change, and a dedicated team player.