Technical Support Specialist

Our next-generation automated customer communication software enables companies of all sizes to boost customer satisfaction, ROI, and business output.

Using Commbox’s software, companies can automate monotonous tasks while managing customer interactions across multiple channels (AI chatbots, instant messaging apps, email, social media platforms, and more).

Commbox’s mission is to revolutionize the way companies worldwide automate their operations, without losing their quintessential human touch.

We’re looking for a unique profile to join our Support team - someone who combines strong technical capabilities with a customer-centric mindset. This role sits at the intersection of Technical Support and Customer Success, with a dedicated focus on our Tier 3 customer segment.

If you’re passionate about technology, enjoy working closely with customers, and want to take a more proactive role in driving their success—this role is for you.

• Serve as the primary technical point of contact for a defined group of Tier 3 customers
• Provide hands-on technical support, including troubleshooting, log analysis, API investigation, and system behavior analysis
• Conduct live sessions, calls, and proactive outreach to guide customers and improve product usage
• Identify customer needs, gaps, and opportunities - even when not explicitly stated
• Drive adoption and optimization of the platform within assigned accounts
• Perform technical health checks, incident reviews, and best practice consultations
• Translate customer challenges into actionable insights for Product, R&D, and Sales
• Prioritize and manage customer issues while maintaining ownership and accountability
• Collaborate closely with Support, Customer Success, Product, R&D, and Sales teams
• Contribute to knowledge sharing and documentation based on recurring patterns and learnings

Requirements:

• Fluent in Hebrew and English – MUST
• 3+ years of experience in Technical Support / Customer Success / Technical Account Management in a SaaS company
• Strong technical troubleshooting skills (logs, monitoring tools, system behavior analysis)
• Experience working with APIs
• Ability to understand complex systems and quickly identify root causes
• Excellent communication and presentation skills – comfortable leading customer calls and sessions
• Strong customer-facing mindset with the ability to build relationships and trust
• Ability to balance reactive support with proactive engagement

Nice to Have:

• Experience in a hybrid Support / Customer Success / TAM role
• Background in knowledge management or product enablement
• Experience working with low-touch / scaled customer segment
• Familiarity with AI-based products, conversational AI, or automation tools
• Experience working with AI agents, chatbots, or LLM-based systems

Who You Are:

• A technical problem solver who enjoys working directly with customers
• Someone who can read between the lines and uncover real customer needs
• Looking to expand from pure support into a more strategic, customer-facing role (or vice versa)
• Comfortable owning a defined customer segment and driving impact within it.