Support Engineer

To support the expansion of our business were looking to grow our team with the experienced support engineer based in Israel to support our EMEA and US customers.
As a support engineer, you are focused on providing exceptional technical support to our customers and collaborate with R&D and product teams to ensure all clients issues are resolved at the right time frame and priority. You will be responsible for managing and troubleshooting challenging issues/questions/integration while keeping constant communication with the clients.
This is a client facing role that requires not just technical and product knowledge but also soft skills to help our customers resolve their issues. As a Support Engineer, you will have an opportunity to learn new technology and the potential to expand the role as the team grows.
ROLE AND RESPONSIBILITIES:
Work directly with our customers to resolve product-related issues
Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication
Work with R&D and product teams on issues escalations and product requests
Make sure to keep constant communication with the client and according to defined SLA
Troubleshoot while utilizing different tools and environments (logs, DB, AWS)
Become a product expert and proactively suggest product improvements and issues
Enrich our client knowledge base with relevant technical information
Being a technical advocate for our customers, working closely with the customer success and sales teams to understand clients needs