Technical Support Engineer - Tier 2-3

Jifiti is a leading global fintech company that powers white-labeled embedded lending solutions for leading banks, lenders and merchants — including Barclays, RBC, Citizens Bank, FIS, Finastra, Ingenico, IKEA, and other financial and investment companies. We operate worldwide, mainly across the US and Europe, with a well-established solution and a mature market presence.

We are looking for a Tier 2-3 Technical Support Engineer to join our global team of professionals and ensure our clients continue to receive exceptional service.

Responsibilities

• Effectively handle customer inquiries and reported issues through different channels, including phone, email, chat, and dedicated support systems.
• Address advanced technical tickets escalated from our Tier 1 or Project Manager teams.
• Provide timely and professional technical responses, including proactive updates throughout all phases of the case lifecycle.
• Develop a deep understanding of the company’s products and services to assist customers with more complex issues.
• Analyze and diagnose technical problems and provide effective solutions.
• Analyze logs, database queries, and HTML.
• Work with AI tools and scripting languages.
• Work with support software, CRM tools, ticketing systems (e.g., Zendesk), and other technical tools.
• Work according to defined processes and escalation protocols, escalating issues to higher levels when needed.
• Work with R&D teams on advanced escalated issues, reported bugs, and required scripts.
• Communicate effectively with other departments to maintain customer satisfaction.

Requirements

• 1-2 years of relevant experience.
• B.Sc. in Computer Science, Engineering, or a related field.
• Availability to work 5 days a week in a shift-based role, including on-site shifts at our Modi’in office as well as evening shifts - Must.
• Availability to work on weekends as needed.
• Knowledge of Zendesk (or similar support systems), SQL, and monitoring systems.
• Excellent command of written and spoken English.
• Service-oriented and passionate about providing exceptional professional service to our customers.
• Quick, self-motivated learner with strong analytical skills and experience working in a goal-oriented environment.
• Team player with a positive attitude and strong communication skills.