Technical Support Engineer Tier 2

4 days ago

Petah Tikva, Central District, Israel Quicklizard Full time

About the role:

A young and dynamic hi-tech company is seeking a dedicated and knowledgeable Technical Support Engineer to join the team. In this role, you will become proficient in our product's inner workings and act as a technical expert across a wide range of topics. You will serve as a primary point of contact for clients, ensuring their technical issues are resolved promptly and collaborating with cross-functional teams to deliver exceptional solutions and best practices. Your responsibilities will include providing product education, troubleshooting, and handling customer inquiries through Zendesk and email.

Responsibilities:

  • Offer technical support and product assistance to customers worldwide via our ticketing system, calls, and emails.
  • Collaborate closely with customer success managers to prioritize issues, maintain effective communication, and oversee end-to-end resolution.
  • Independently resolve problems and follow appropriate escalation procedures when necessary.
  • Reproduce and debug customer-reported problems, collaborating with engineering teams to achieve timely resolutions.
  • Conduct research to identify root causes, troubleshoot, and investigate issues thoroughly.
  • Willingness to work flexible shifts, including Fridays and holidays.
  • Provide technical assistance to business partners and address customer service needs.
  • Identifying customers' needs and assisting with problem-solving.
Requirements

Requirements:

  • Minimum of 2 years of experience in technical support (advantageous).
  • Fluent in English, both spoken and written.
  • Ability to work Monday - Friday.
  • Ability to work at the evenings upon request.
  • Ability to be on-call for urgent issues on weekends and nights once in two / three weeks.
  • Strong problem-solving skills, with a passion for identifying and addressing root causes.
  • Ability to effectively communicate complex concepts in a clear and professional manner.
  • Quick learner who can adapt to changes efficiently.
  • Proficient in technical troubleshooting.
  • Experience working with APIs.
  • Self-management skills with a proactive approach.
  • Knowledge of Python is a plus.

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