Omnitrack Technical Support Specialist

We are looking for a talented Technical Support Specialist to join our support team. We provide innovative compliance software for leading companies in the UK and around the world. The company was established in 2004 and is a profitable, fast growing company, soon to be owned by private equity investor Inflexion.
The Technical Support Specialist will work with our latest software technology, Omnitrack. You will support our Team Lead through the pre-sales process and then work directly with our clients, guiding them through the technical aspects of the onboarding and implementation process. You will then continue with the customer through their journey, working to solve their technical problems.
Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain technical ideas in simple terms, dig deep into the software where needed and translate the customer experience into feedback and product specifications.
This is an excellent opportunity for a person who is motivated by solving real problems for real people, learning new technologies along the way. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. High literacy in SQL, Excel, REST APIs , and knowledge in JavaScript, HTML, CSS will aid in the day to day execution of this position. A familiarity with a UI framework (Vue, React, or Angular), experience in microservices and reactive programming, and a strong eye for design and UX principles are a plus, but you can succeed in the role without formal training in these areas.
Roles and responsibilities
As part of your role, you will:
Support the pre-sales process by understanding how the client plans to utilise Omnitrack through system integrations and configuration
Guide the technical aspects of the clients implementation process
Address and solve identified client-technical issues directly.
Use creativity to temporarily alleviate the impact of technical issues if a solution is not immediately possible
Learn how to investigate product bugs and understand Omnitracks databases (JSON/SQL) to find underlying root causes
Describe the results of your investigations in a ticket for the Development Team
Work collaboratively with other members of the Support Team to manage open client tickets effectively
Write creative SQL queries and solutions to safely perform bulk implementation tasks through the database, saving the support team time
Manage client expectations and provide an estimated timeline to technical resolution
Facilitate inter-department work and communication on more complex Omnitrack projects
Location and hours:
This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday.
Salary range:
The salary range for this position is 16,000 20,000 NIS per month, depending on skills and experience.