Support Engineer

A well-established, highly specialized Israeli technology company engineering advanced intelligence platforms and high-reliability operational software solutions for institutional and enterprise clients worldwide.

Operating with an elite, close-knit team of specialists, the company maintains proven commercial profitability and recurring international contracts.

The company's platforms operate within mission-critical environments, addressing complex data and system challenges that demand absolute stability, precision, and security.

Combining organizational stability with an agile, high-impact culture, the company provides an environment with strong technical ownership and broad international engagement.

Located in the Central District directly adjacent to primary train transit, operating on a hybrid model with two days working from home.

Role Description-

• Serving as a Senior Technical Support & Operations Engineer, reporting directly to the VP Product and embedded within the Product organization.
• Functioning as the primary technical authority and focal escalation point for international sovereign and enterprise-tier customers worldwide.
• Holding complete end-to-end ownership over customer escalations: from initial technical diagnosis and deep-dive troubleshooting through to full issue resolution.
• Investigating complex, multi-tiered system anomalies across production and mission-critical deployment environments.
• Partnering intensively with cross-functional R&D units—including Core Development, Vulnerability/Security Research, and Operations—to isolate root causes, drive bug fixes, and deliver product enhancements.
• Designing, implementing, and analyzing operational health Dashboards to track support KPIs, incident velocity, and platform stability metrics.
• Authoring technical documentation, root-cause analysis (RCA) reports, and customer-facing incident reviews for high-stakes governmental accounts.

Requirements-

• 3 years of hands-on experience as a Technical Support Engineer, Technical Operations Engineer, or Tier 1–3 Support Engineer – Mandatory
• Proven track record engaging directly with Global Enterprise or Governmental customers in high-touch, mission-critical environments – Mandatory
• Extensive, fluent day-to-day experience managing incidents via modern Ticketing and Incident Management platforms (e.g., Jira Service Management, Zendesk, ServiceNow) – Mandatory
• Hands-on experience building, maintaining, and analyzing operational Dashboards (e.g., Kibana, Grafana, Datadog, Tableau) to evaluate system behavior – Mandatory
• Strong technical diagnostic approach, deep-dive root-cause analysis capabilities, and customer-facing empathy – Mandatory
• Exceptional professional communication and presentation capabilities in English (written and verbal) – Mandatory