Tech Customer Support Expert (Tier 2)

R&D & Technical
Tech Customer Support Expert (Tier 2)
IL, Netanya (On-site)
Description

We are looking for a highly analytical Tier-2 Support Expert to act as the main escalation point for our Bright Insights team. You will investigate data anomalies, collaborate closely with R&D, and deliver high-quality, tailor-made technical resolutions to leading global brands.

Responsibilities
Handle complex unresolved issues from Tier-1 involving APIs, data pipelines, and dashboards.
Reproduce bugs, conduct root-cause analysis for data discrepancies, and document technical findings.
Work closely with R&D, Product, and Customer Success to prioritize bug fixes and drive systemic improvements.
Provide clear, professional technical guidance to enterprise clients while meeting strict SLAs.
Create and maintain internal Knowledge Base articles and troubleshooting runbooks.
Requirements
3+ years in a Tier-2 or similar technical support / customer-facing role.
Hands-on experience with SQL, Python, and Excel.
Experience with ticketing systems (e.g., Zendesk, Jira, Monday).
Proven ability to work with APIs (read docs, test endpoints) and BI platforms/dashboards.
Excellent English - spoken and written.
Familiarity with eCommerce, retail analytics, or digital shelf concepts - Advantage.