Technical Support Engineer

2 weeks ago


Tel Aviv, Tel Aviv, Israel Kela Technologies Full time ₪60,000 - ₪120,000 per year

Responsibilities

  • Serve as the first point of contact for both internal teams and external customers, managing incoming requests, incidents, and inquiries.
  • Deliver clear and timely responses, escalating complex issues to Tier 2 or Engineering when necessary.
  • Perform troubleshooting across application, configuration, and infrastructure layers, including log reviews, system checks, and guiding customers through solutions.
  • Triage, prioritize, and document support cases accurately within our support systems.
  • Work closely with Engineering and Product teams to track bugs, escalate critical issues, and highlight recurring problems proactively.
  • Ensure a seamless customer experience by maintaining consistent communication throughout the lifecycle of each support case.

Requirements

  • Proven experience in a Technical Support, NOC, or Tier 1–2 role.
  • Strong knowledge and hands-on experience with networking and Linux systems.
  • Analytical mindset with strong problem-solving skills; comfortable working under pressure.
  • Availability to work in rotating shifts (24/7 coverage in the short term, excluding night shifts).


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