Technical Support Specialist

1 week ago

Tel Aviv, Tel Aviv, Israel Guardz Full time ₪60,000 - ₪80,000 per year


Responsibilities:
  • Resolve customer issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform.
  • Bug reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions.
  • Cross-functional collaboration: Partner with Dev, CSM, product, sales, and other teams to prioritize and resolve customer issues.
  • Product influence: Leverage customer feedback to drive product improvements based on customer needs.
  • Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption.
  • Proactive communication: Keep customers and internal stakeholders informed and up-to-date throughout the entire support process.
  • Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions.
  • Monitoring: Proactively monitor system performance and customer usage to identify and address potential issues.

Requirements:
  • 4 years of experience in technical support or technical operations.
  • Willingness to work Monday-Friday.
  • Proficiency in SQL.
  • Experienced with working with SaaS environments.
  • Expertise in analyzing logs from various sources to identify complex technical issues.
  • Understanding of cybersecurity, networking, and operating systems.
  • Experience with ticketing systems, Intercom - advantage.
  • Coding skills (Python) - advantage.
  • Strong troubleshooting skills, with a focus on identifying root causes rather than just symptoms.
  • Ability to solve complex problems, sometimes under pressure.
  • Excellent communication skills, capable of explaining complex technical concepts to diverse audiences.
  • Never satisfied with "good enough".

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