Technical Support Engineer

1 week ago

Ramat Gan, Tel Aviv, Israel Shield Full time ₪120,000 - ₪180,000 per year

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS.

We're rapidly growing and looking for another important piece of the puzzle.

Is it you?

We are looking for an experienced Technical Support Engineer who will act as the first point of contact for any question raised by Shield customers, as well as focus on monitoring data integrity and completeness across customer environments. This is an opportunity to develop new and improved methodologies for data validation, monitoring dashboards, and automated reporting tools. You'll be part of a technical team solving complex issues, working with cutting-edge technology, and keeping our customers satisfied and informed. This position is based in Ramat Gan and we operate on a hybrid model (3 days at the office/2 days remote).

Let's get down to business:

What you'll do:

  • Respond to customer technical support requests via our ticketing system in a timely and professional manner.
  • Proactively monitor environments and identify potential issues before they become incidents.
  • Diagnose and resolve complex technical issues related to data integrity, application and infrastructure.
  • Break down undefined customer issues and escalate them clearly to R&D with supporting data (logs, tests, replications).
  • Document all customer interactions and solutions in the ticketing system with clarity, and contribute to internal knowledge base.
  • Collaborate with Product, R&D, and Operations teams to resolve customer issues effectively.
  • Participate in on-call/shift rotation and provide ad-hoc after-hours support as needed.

Experience and skills
:

  • 4+ years of experience as a Technical Support Engineer.
  • Experience working with
    large enterprise clients
    .
  • Experience in
    escalation management
    .
  • Solid knowledge of
    Linux
    and/or Windows operating systems.
  • Hands-on experience with
    cloud stack
    technologies (e.g. Kubernetes, AWS, Elasticsearch/OpenSearch, MySQL).
  • Familiarity with
    monitoring and observability tools
    (e.g. Grafana, Prometheus).
  • Understanding of complex systems and data flows (ETL, integrations).
  • Experience handling support tickets for SaaS applications in production environments.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Superb written and verbal communication skills in English, with the ability to explain technical concepts clearly.
  • Ability to multitask, prioritize effectively, and work both independently and as part of a team.

Oh hey, you made it all the way here

So, in case you were wondering, Shield is how compliance teams in financial services can finally read between the lines to see what their employee communications are really saying.

Our platform analyzes digital interactions to fight financial crimes and mitigate a toxic workplace environment.

Shield is a post Series B startup ($35M) with some of the largest financial organizations in the world as investors and customers.

Shielders listen more intently. Pay closer attention to the details. Make the extra effort. Care. It's what we do at Shield every day. And not just for our customers, but for everyone we work with. It's all about creating a world where people understand and trust each other.

Shield is set to do good in the world, we help protect market integrity and people's financial assets.

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