Support Engineer (Tier 2)

Were expanding our Support Team and looking for a Support Engineer with a strong technical mindset, excellent communication skills, and a passion for solving problems and helping customers succeed.
As a Support Engineer, you will act as the technical point of contact for our clients - investigating complex issues, managing escalations, and working closely with our R&D and Product teams.
You will be part of a friendly and professional team based in Tel Aviv, supporting customers around the world.
Responsibilities:
Resolve incoming client issues via email, chat, and Zoom/Meet within defined Service Level Agreements (SLAs).
Investigate and analyze client requests by utilizing available tools, databases, and logs to identify root causes and recurring patterns.
Manage and prioritize support tickets using Jira (or similar systems), focusing on the most impactful cases and ensuring timely updates to customers.
Collaborate closely with R&D and Product teams to troubleshoot and resolve complex or escalated issues.
Escalate critical or complex cases to Tier 3/R&D teams with clear and detailed documentation.
Maintain accurate records of issue statuses and provide updates to clients and management when necessary.
Contribute to internal documentation, knowledge bases, and best practices to enhance Support processes.
Uphold customer service guidelines and ensure a high level of customer satisfaction, representing customer-first approach.
Participate in weekly stand-up meetings and report on open cases and progress.