Support Engineer

timeOS (formerly Magical) is redefining how teams and individuals capture, access, and leverage knowledge from meetings to drive impactful work. We are looking for a Support Engineer to join us in our mission to help people effortlessly turn meeting insights into actions. We’re passionate about empowering people to make the most of their time, enabling more productive, informed, and meaningful work. Achieving our vision requires a team member who is deeply committed to delivering an exceptional customer experience and ensuring every interaction with timeOS adds value and delight.

The role

Imagine a productivity tool that feels like a wellness product. A time operating system that is minimalist yet powerful. Built for speed, focus, and zero busy-work. Every interaction with the customer should feel magical.

We are seeking a dedicated and proactive Support Engineer to join our team. This role is essential for ensuring that our support processes are efficient, effective, and client-focused. The ideal candidate must be fluent in both Hebrew and English, possess strong technical skills, and demonstrate a commitment to providing excellent customer support.

Please note that this is a hybrid position of 2 days/week in our TLV office.

Key Responsibilities
Support and Ticket Management: Assist in triaging support tickets and managing inquiries through Intercom, while handling complex issues and providing detailed, technical responses to clients.
Automation and Process Improvement: Automate tasks to enhance efficiency, improve and maintain the Finn bot, and identify patterns in support issues to implement preventative measures.
Collaboration and Feedback Integration: Collaborate with sales and customer success teams for a cohesive approach to client management, while integrating feedback into product improvements.
Documentation and SLAs: Create and maintain documentation for new features and updates, define SLAs for support tasks, and measure performance against these standards.

Requirements

4+ years of experience in similar roles within SaaS companies.
Experience with SaaS tools ****such as Intercom (must), and Mixpanel, Customer.io (bonus).
Tier 3 support experience preferred.
Fluent in both Hebrew and English, with strong communication skills for effective interaction with clients and team members.
Ability to reproduce customer issues, perform initial triage, and file bugs with Engineering.
Independent and capable of managing tasks without constant supervision.
Technically proficient with a detail-oriented approach to resolving issues.
Adaptable to handle a variety of tasks, from technical troubleshooting to client communication.
Committed to continuous improvement and staying updated with the latest industry trends.
A passionate team player who collaborates.

Benefits

An IT stack to make your friends jealous including:

Latest MacBook Pro
Home office
️ Best-of-breed productivity tools

Taking care of your present and future-self:

Stock options
Generous Paid Time Off