Technical Support Expert

14 hours ago

Yokne'am Illit North District Israel Gini Apps Full time ₪40,000 - ₪80,000 per year

We are a growing startup developing an AI-powered system that helps lifeguards detect emergencies in real time, revolutionizing water safety worldwide. We are seeking a Technical Support Expert (Tier 2) to join our dynamic team.

Responsibilities:

● Manage customer inquiries with professionalism, ensuring adherence to SLAs and maintaining high customer satisfaction.

● Take full ownership of complex cases, collaborating effectively with internal teams such as R&D, Product, and Operations for timely resolution.

● Diagnose and troubleshoot technical issues, perform root cause analysis (RCA), and deliver effective solutions in a Linux-based environment.

● Communicate clearly and empathetically with customers through the ticketing system, online meetings, and email.

● Document resolutions and best practices, contributing to the continuous improvement of the internal knowledge base.

● Minimum of 3 years of hands-on experience as a Support Expert in Tier 2 level, including issue triage, in-depth troubleshooting, escalation management, and resolution of complex technical problems.

● Proven experience working with server operating systems (Linux: Ubuntu, CentOS, Debian, etc.), Including installation, configuration troubleshooting, and performance optimization.

● Ability to work independently and as part of a team.

● Full proficiency in English.

● Experience in global customer-facing roles.

● Willingness to work on-call (Weekends - once every 2 months or so).

● Strong problem solving and analytical skills.

● Experience with network security technologies (firewalls) - Advantage.

● Experience running Linux BASH Commands - Advantage.

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