Customer Support Engineer (Tier 3)

Description:

About Us

We know the title says - "About Us". But really, it's all about you.

At Evinced, we believe the way to make a true difference starts with our team, people passionate about solving complex technical challenges and creating a positive impact.

Forget about the buzzwords, want to work on products that break barriers and build an inclusive digital space?

At Evinced, you'll be developing disruptive new ways for large enterprises to build accessible web and mobile apps that work for everyone, by developing AI-enabled tools and frameworks that find, cluster, and track accessibility problems automatically, saving developers time and reducing risk.

Ready to make your impact on different products, the roadmap, and most importantly - on billions of people worldwide who experience disabilities?

It's more than a job, it's a mission.

Your Team

As the ultimate technical expertise within our Customer Support Engineering organization, you will own the most challenging escalations across the entire Evinced ecosystem, spanning web and mobile SDKs and diverse product frameworks.

This is a deeply hands-on mission for an engineer who thrives on dissecting unfamiliar code to resolve complex bugs at the source, effectively reducing the defect and feature-request burden on our core Engineering teams.

You will collaborate with a world-class group of support specialists, solution engineers, and TAMs who are united by a genuine passion for disruptive technology and our inclusive global mission.

Your Impact

• Own resolution of the most complex, escalated technical issues across our multi-product portfolio, from reproduction to root cause to fix.
• Support resolving bugs across different frameworks and languages. 
• Serve as the Tier-3 escalation point for Tier-2 support engineers and TAMs; own the boundary between Support and Engineering.
• Partner closely with Engineering and Product on triage, prioritization and fixes, and drive faster resolution of customer-impacting defects.
• Build diagnostics, tooling and knowledge content that scale the team's ability to resolve issues without pulling in engineering.
• Mentor Tier-2 engineers and raise the technical bar of the support organization.

Your Qualities

• 5+ years in support engineering, software engineering or escalation engineering, with a fullstack baseline.
• Hands-on coding ability across multiple stacks; able to read and fix bugs in unfamiliar frameworks (e.g. JavaScript/TypeScript, plus the ability to navigate Node.js, Go, Python, Java and mobile: Swift/Kotlin).
• Strong debugging and root-cause analysis across web and mobile.
• Comfortable working across a large, multi-product codebase.
• Knowledge of web and mobile functional testing frameworks (Selenium, Playwright, Appium, Espresso).
• General networking knowledge (proxy, certificates, encryption) and CI/CD pipelines (YAML).
• Exceptional communication skills; can align customers, support and engineering.

Nice to Have

• Experience with web and/or mobile accessibility.
• Prior experience as a tier-3 / escalation / sustaining engineer.
• Experience building internal support tooling or automations.

Our offices are located in Tel Aviv, near the Hashalom train station and the Yehudit light rail station, with on-site parking available. We offer a hybrid work model with flexible working hours.