a fast-growing tech company in the automotive space with hubs across the US and Israel. We are disrupting the multi-trillion dollar transportation industry with our advanced Customer Data Platform (CDP) . Our work happens in the fast lane as we bring AI-powered, data-driven solutions to a quickly evolving industry.
Our team is made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal-driven, and, at our core, we believe every voice has value and can impact our bottom line.
If you are a creative, solutions-oriented individual who is ready to put your career in drive, the place for you!
We are looking to add a Tier 2 Technical Support Specialist to our team!
In this role, you will be responsible for troubleshooting and resolving high priority issues while interfacing with the engineering team for escalating bugs and completing customization requests. You will be the point of liaison between our US-based market and our Israel-based development team. The role requires a strong service orientation with excellent communication skills, attention to details, and independent problem-solving skills.
You will be part of our global Support team (Israel and US) and be reporting to our Manager of Technical Support (based in the US).
What you will be responsible for
Ensure a timely and quality resolutions of our customers open issues using our ticket systems, emails, and other available resources
Act as the bridge between the Support team (based in the US) and the R&D team (based in Israel)
Identify recurring issues that impact customer service quality and proactively suggest and implement solutions
Collaborate with the R&D management to create workflows that improve issues resolution and overall customer satisfaction
Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members
Why you should join us
Family-friendly environment and flexible working hours
An awesome global team of forward-thinking, innovative go-getters
Integrate with tech titans: work directly with APIs from Google, Facebook, Microsoft, and more
Be part of a rapidly scaling company poised for the future
Learning and growth opportunities within a fast-paced tech startup environment
Clear career advancement path for strong performers
We are committed to setting each other up for success. As a member of our team, you will work in an environment that encourages growth, initiative taking, and continuous mutual feedback in order to reach your full potential.
Cibus and lots of yummy treats
Requirements: 3-5 years of experience in a technical support role for a SaaS company
Experience working in a global distributed team
Excellent English verbal and written communication skills
Strong troubleshooting experience in Web products and environments
Experience working with CRMs and task management tools
Experience working with modern SaaS tools (G Suite, Slack, Zendesk, etc.)
Experience with HTML / CSS
Familiarity with common operating systems (Windows, Mac, Linux)
Working knowledge with monitoring tools and systems (Grafana, DataDog, Splunk) - strong advantage
Working knowledge of SQL - strong advantage
Working knowledge of Javascript (or similar) - strong advantage
Experience in SEO/SEM (e.g., Google Ad words, Facebook, Bing) - strong advantage
The top candidate will also have
Ability to interface with different stakeholders to solve issues and implement optimization processes.
Demonstrate high levels of ownership, accountability and independent problem-solving skills
Service-oriented approach with strong client-focused skills, able to process and explain technical information on various level
Proven experience in independent learning of technical tools
Ability to multitask, prioritize, and work with the adequate sense of urgency of a customer first approach
This position is open to all candidates.