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Open nowFirst seen 15 hours ago

Technical Support Engineer Tier 2

quicklizard/c9.0048 open roles

Where
Israel
Work mode
Hybrid
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Your applicationOpen nowTechnical Support Engineer Tier 2quicklizard/c9.004 · Israel

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The clock on this job

Early applications get read.

11.4% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.0%1 day
  2. 4.2%3 days
  3. 11.4%7 days
  4. 17.5%14 days
  5. 34.2%30 days
  6. 43.5%60 days
This job: first seen 15 hours ago

The posting

We are a young, dynamic hi-tech company seeking a passionate, resilient, and proactive Technical Support Engineer to join our growing team.

In this role, you will become an expert in the inner workings of our platform and take responsibility for Tier-1 support, cross-team investigations, and customer success enablement. You will work closely with Product, Engineering, and Business teams to ensure a smooth client experience, providing guidance, issue resolution, proactive support, and intiatiives to improve the team's performance

This is a demanding and fast-paced role ideal for someone who thrives under pressure, has deep empathy for users, and is excited about solving problems and helping others succeed.

Responsibilities

  • Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
  • Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
  • Guide customers through platform features, API integrations, and SFTP connections.
  • Help define and improve internal workflows by creating documentation, process diagrams, and training materials.
  • Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
  • Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
  • Provide product education and support to clients, helping them understand platform functionality.
  • Being on call for urgent issues as part of a regular rotation.

Requirements

Minimum Requirements

  • 2+ years experience in a customer-facing technical support or technical account management role
  • Fluent English, excellent written and verbal communication skills.
  • Demonstrated ability to work independently in high-pressure and high-volume environments.
  • Technical troubleshooting skills with experience in
  • Zendesk
  • SFTP
  • API integration
  • Basic Python
  • Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences.
  • Hardworking, deeply dedicated, and proactive mindset with a bias for action.

Nice to Have (Advantages)

  • Experience with Ruby, AWS Athena (SQL), or Airflow.
  • Prior exposure to customized, high-touch platforms in a SaaS or startup setting.
  • Familiarity with product operations or process design.
  • Comfort leading initiatives for team training, process change, and documentation creation.
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