Tier 3 Support Engineer

2 weeks ago

Herzliya, Tel Aviv, Israel Pontera Full time $90,000 - $120,000 per year

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That's where you come in.

As a Tier 3 Support Engineer, you'll be in charge of diagnosing and investigating technical issues in the production environment, coordinating with product managers, senior developers and our customer success team.

You will be the bridge between the customer facing stakeholders and the R&D team, communicating issues and pushing high standards and meeting the company SLA.

Responsibilities

  • Provide support to internal teams that manage customer relationships.
  • Investigate, diagnose, and communicate technical issues in a timely manner.
  • Collaborate with the R&D and Product teams to provide issue resolutions, workarounds and product improvement ideas.
  • Report bugs to the R&D and Product teams and prioritize.
  • Create reports for various use cases.
  • Participate in manual QA testing for new features as needed, based on team priorities and product release timeline.

Requirements

  • 2+ years of experience as a Support Engineer in a SaaS environment (Tier 2/Tier 3) - Must.
  • Experience with logging and reporting tools (Tableau / Sumo Logic / Grafana) - Must.
  • Advanced SQL skills - Must.
  • Fluent English - Must.
  • Experience with support processes and reporting systems (Jira, Zendesk, Bugzilla, TFS etc.) - Must.
  • Experience in manual QA - Advantage.
  • Relevant academic degree - Advantage.
  • Background in Fintech – Advantage
  • Strong attention to detail.

What We Offer

  • Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
  • Team Culture: A collegial, collaborative, fun work environment with frequent team events
  • Professional Development: Sponsored learning & development program
  • Work Flexibility: A hybrid office work model (In-Office Mon/Tues/Weds and WFH Sun//Thurs)

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