Technical Support Specialist

16 hours ago

Ramat Gan, Tel Aviv, Israel Solitics Full time

Support Specialist – New Hiring

Background

Solitics, a cutting-edge data management, and automation platform is looking for an experienced and innovative support engineer to work as part of our experienced support team.

The Solitics Support Team provides customer and technical support for clients and internal stakeholders.

Position Summary

The Support Specialist will be responsible for providing
technical and customer support
to Solitics clients and internal teams.

This includes troubleshooting platform issues, executing SQL queries, managing tickets, and ensuring timely and professional responses in accordance with Solitics' SLAs.

Day To Day

  • Ensures
    continuous global support coverage
    during IL holidays and OOO periods.
  • Maintains
    SLA compliance and customer satisfaction
    across time zones.
  • Strengthens the
    Support Team's resilience and scalability
    by extending coverage outside Israel.
  • Enables the IL team to focus on complex issues while this role handles first-line support and monitoring.

Key Responsibilities

  • Act as the first point of contact for customer technical issues and inquiries.
  • Investigate, troubleshoot, and resolve platform or integration issues.
  • Run and analyze SQL queries to identify, validate, and resolve data-related cases.
  • Collaborate with R&D, Product, and Customer Success teams for escalations.
  • Maintain detailed case documentation and promote knowledge sharing.
  • Ensure service quality and SLA compliance.

Mandatory Requirements

  • 3+ years of experience
    in
    customer or technical support
    from the tech industry must (preferably in a SaaS environment).
  • Strong SQL skills
    – ability to write and interpret queries.
  • Availability to work Monday–Friday
  • Professional-level English
    (written and spoken).
  • Excellent analytical and troubleshooting skills.
  • Strong communication and customer service orientation.
  • Excellent teamwork and independent work capabilities

Nice to Have

  • Experience with
    MongoDB
    (basic querying and data review).
  • Familiarity with
    API troubleshooting
    ,
    webhooks
    , or
    data integrations
    .
  • Experience with
    SaaS support tools
    (Zendesk, Jira, Freshdesk, etc.).
  • Experience with log monitoring and analysis tools (e.g., Kibana, Grafana, Datadog, or Splunk)
  • Background in
    marketing technology
    ,
    analytics
    , or
    data platforms
    .
  • Additional languages (Spanish, German, or French) are a nice-to-have.

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