Customer Support Engineer

2 weeks ago

Tel Aviv, Tel Aviv, Israel Evinced Full time ₪120,000 - ₪180,000 per year

We know the title says - "About Us". But really, it's all about you.

At Evinced, we believe the way to make a true difference starts with our team, people passionate about solving complex technical challenges and creating a positive impact. 

Forget about the buzzwords, want to work on products that break barriers and build an inclusive digital space? 

At Evinced, you'll be creating disruptive new ways for developers to build accessible web and mobile apps that work for everyone, by developing AI-enabled tools and frameworks that find, cluster, and track accessibility problems automatically, saving developers time and reducing risk. 

Ready to make your impact on different products, the roadmap, and most importantly - on billions of people worldwide who experience disabilities? 

It's more than a job, it's a mission.

Your Team: 

We are looking to fill a vital role in our Customer Support Engineering team that is pivotal to the success of our customers' accessibility efforts. As part of the team, you will work directly with customers, solving complex technical issues in our own products and related technologies. You will manage cases, reproduce issues, file bugs, devise and implement workarounds, monitor self-service support channels, and create and improve knowledge content. This is a chance to have a real impact, by working closely with Sales, Engineering, Product teams, partners and more to improve our products and ensure the success of our customers.

You will be joining a team of highly professional and innovative support, solution engineers and technical account managers that are driven by passion for the domain and the mission of the company. 

Your Impact:

  • Provide expert technical support to our enterprise customers, resolving complex issues and ensuring seamless implementation of our accessibility tools via tickets and occasional meetings.
  • Educate and empower customers by creating code/framework examples and documentation.
  • Collaborate with engineering and product teams to escalate bugs and customer-requested feature enhancements.
  • Contribute to internal knowledge bases and processes, streamlining support workflows and enhancing team efficiency.
  • Manage a personal queue of support tickets, prioritizing issues based on urgency and business impact.
Requirements

Your Qualities:

  • A team player with the spirit of a developer, and the passion (and patience) to help customers solve problems
  • Exceptional communication skills with the ability to convey complex topics simply
  • Knowledge of web and mobile functional testing frameworks like Selenium, Playwright, Appium, and Espresso
  • Familiarity with mobile testing and development frameworks
  • General networking knowledge (proxy settings, certificates, encryption)
  • Understanding of CI/CD pipelines and setup (YAML)
  • Experience with web and/or mobile accessibility would be amazing but not required

We're based in Tel Aviv, 5 minutes from Hashalom train station, and Yehudit light train station, and we have our own parking lot. We work in a hybrid mode, with flexible working hours. 

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