Tier 2 Support Engineer


What You'll Do:

  • Be the point of escalation between customer support and our production team.
  • Working closely with cross-functional teams, our developers, and operation teams to solve customers problems efficiently
  • Create internal documentation and perform knowledge-sharing with the team members
  • Actively monitor and detect any issues in the system and assist to keep it running Smoothly
  • Develop in house solutions to improve research and investigate troubleshot
  • 2 or more years in a Tier 2/L2 or above, Technical Support/QA/Dev related role at a SaaS company
  • Graduate students, students studying Computer Science / Information Systems / Software Engineering
  • Strong problem solving and analytical skills
  • Excellent written and verbal communication skills in English.
  • Monitoring and infrastructure such as Splunk, Kibana, Grafana, Elastic search
  • SQL Skills (ability to write and demonstrate SQL queries/scripts)
  • Familiarity with Jira and Salesforce
  • Networking Skills (Fiddler, Charles, Wireshark, etc’)
  • Desire to constantly grow technical skillset
  • High attention to detail and ability to stay organized in a fast-paced, complex environment
  • Mentor and train L2 support engineers
  • Ability to deep dive and investigate complex issues while multitasking and ensuring SLAs are met
  • Have the flexibility to cover non-standard work hours as needed
  • Experience as QA /Automation / Analyst - Huge advantage
  • Experience in Fintech company - Advantage.
  • Multi-tasking, self-learning, highly motivated, and a team player!
Israel office