We are looking for a talented Technical Support Specialist (Tier 1) to step into a foundational role with opportunities for advancement to Tier 2, Team Lead, Technical Support Engineer, or specialized technical roles based on performance and interest. Beyond ticket resolution, you will be empowered to act as a crucial liaison between our customers and engineering teams, identifying trends and contributing directly to product improvements, knowledge base development, and operational initiatives. You'll gain invaluable experience with cutting-edge SaaS technologies at a high-growth startup.
We are seeking a highly autonomous and experienced learner who thrives on tackling new challenges, proactively expanding their technical expertise, and consistently delivering a superior customer-centered experience within a fast-paced environment.
This position is based in Israel (Jerusalem or Tel-Aviv) and reports to the Manager of Technical Support in the US.
What you will be responsible for
Provide high quality customer support to our customers
Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats
Troubleshoot, manage, and resolve technical issue tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Salesforce and Atlassian
Triage, prioritize, and drive open cases in the US queue during Israel working hours
Manage high-pressure critical alerts and outages
Collaborate with US teams and Israel support engineers to solve technical product issues while keeping in constant communication with the customer
Resolve complex technical escalations, and drive process improvements with leads to reduce global escalation rates and friction
Architect advanced internal resources and documentation for systemic issue resolution
Demonstrate a can do attitude to solve as many issues at your resolution level
Performing a variety of additional technical tasks on our customers accounts.
Requirements: To be a Technical Support Specialist you need to have:
At least 1-year of experience in troubleshooting for SaaS products
At least 1-year of experience working with Tier 1 Lead /Tier 2 support
Excellent English verbal and written communication skills
Ability to build and lead strategic relationships with Engineering, Product, and R&D for rapid issue resolution and long-term technical improvements
Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
Strong operational skills to manage queue flow, prioritize urgent cases, and support global team resolution
Basic to intermediate understanding of SQL
Practical experience with Chrome Developer Tools and testing APIs (e.g., Postman)
Familiarity with common operating systems (Windows, Mac, Linux)
Familiarity with scripting (e.g., Python, Bash) and languages such as JavaScript or Python
Hands-on experience or familiarity with monitoring tools (e.g., Grafana, DataDog, Splunk, New Relic)
Service-oriented approach with strong client-focused skill
Team player with collaborative work style
Excellent time management and organizational skills
Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage.
This position is open to all candidates.