- Tel Aviv, Tel Aviv, Israel
- Hybrid
- Full-time · Senior
- 4+ years
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D.
Responsibilities
- Serving as a dedicated subject matter expert (SME) for a specific product area and owning it end-to-end
- Partnering with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
- Educating and upskilling Tier 2 teams by sharing insights, documenting learnings, and delivering trainings to bridge knowledge gaps and improve first-line resolution rates
- Identifying gaps and advocating for, or creating troubleshooting tooling as needed, to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible
- Performing root cause analysis, troubleshooting, and resolving issues using a variety of tools, datasets, and cross-functional collaboration
Requirements
- Nice to have: AI tools as a builder (Claude Code)
- Nice to have: Coralogix
- Nice to have: Datadog
- Nice to have: Experience with Gong