WEBINAR
Combating Customer Churn in Today’s Changing Brand Loyalty Landscape
September 23, 12:00 ET

DAYS
HOURS
SEC
Careers

Got talent? Join our team.

Support Engineer

Herzliya, IL

We are a venture-backed AI startup delivering game-changing technology for Customer Engagement to Global Multinational brands in the Telecoms, Field Services, Utilities and Consumer products verticals. 

We’re looking for a technically savvy rock star who understands the value of being customer-oriented, and someone who can actively deliver exceptional support services to our customer base. 

The right candidate should be a natural problem-solver and a strong communicator. He/She will work in close collaboration with Techsee R&D, Customer Success and Product Teams. He/She will be actively engaged in cross department projects and strongly influence the product’s evolution by providing viable feedback to advance the future of our product development

This is a classic Player-Coach role.  This person must “Lead from the Front”, to drive growth by closing complex technical issues with targeted accounts in the preferred verticals.

Job Description:

  1. Passion for solving customer issues in a fast paced environment
  2. Build and Manage the Technical Support Tier of the company
  3. Create and lead support improvement processes across the company.
  4. Being a technical advocate for customers, working closely with the customer success and business teams.
  5. Handle issue analysis, resolution, cross-departmental coordination, and escalation management. Serve as point of contact on customer escalations.
  6. Lead and expand TechSee’s monitoring and alerting platform and maintain them regularly
  7. Perform ongoing system data analysis. Identify trends and problems, and support Product decisions based on those observations
  8. Collaborate with R&D, Product, Customer Success, QA and Delivery team in a daily manner

Requirements:

  1. 10+ years (out of it,  3+ as a senior/manager) of experience in technical support is successful SaaS company, working with global customers
  2. Proven experience in building and leading support teams 
  3. Strong technical background in:
  • Log analysis
  • networking
  • Cloud services – AWS
  • Database querying including SQL and non-SQL (MongoDB),  experience with Postgresql – an advantage
  • Experience with Python scripting
  • Troubleshooting methods
  1. Knowledge and hands-on experience in monitoring and alerting solutions (e.g. data dog, Kibana)
  2. Proven track record in resolving SaaS customers’ problems, complaints and issues utilizing appropriate internal and external resources, under Telco grade SLA

Other:

  1. Excellent interpersonal skills and a Can-Do approach
  2. Background in working for start-up companies    
  3. Multitasking and ability to work independently
  4. Excellent verbal and written English

Apply for this position

Thank you!
We will get back to you shortly.
This website uses cookies. We inform you that this site uses own, technical and third parties cookies to make sure our web page is user-friendly and to guarantee a high functionality of the webpage. More Information Accept

How to reduce customer effort
in the New Reality