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For a well established Start up based in Tel Aviv we are looking for a Technical Support team lead for our Tier 2/3 support team. This role requires a dynamic individual with a strong technical background and excellent leadership skills to oversee a global support operations, mentor team members, and ensure high-quality technical assistance to our clients. The ideal candidate will possess a blend of technical expertise and a commitment to customer satisfaction, facilitating the resolution of complex technical issues while fostering a collaborative team environment. Responsibilities:
* Lead and mentor a team of Tier 2/3 Technical Support specialists to deliver high-quality customer service and technical assistance, globally.
* Oversee the troubleshooting and resolution of complex technical issues escalated from Engineering team or Customers including architectural issues.
* Develop and maintain support documentation, knowledge base articles, and training materials.
* Monitor team performance metrics and provide regular feedback to improve team efficiency and customer satisfaction.
* Act as a liaison between Technical Support and other departments, ensuring effective communication and collaboration on technical issues.
* Facilitate ongoing training and development for team members to enhance their technical skills and knowledge.
* Assist in the identification of trends in technical issues and recommend improvements to products or services. Hybrid work: 2 days at the office/3 from home. willing to work US hours. close to the train station.

As a Technical Support you will:
Handle customer requests professionally, maintaining SLAs and high satisfaction rates.
Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.).
Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions.
Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk.
Communicate clearly and empathetically with customers via HubSpot, phone, and email.
Verify functionality in Sandbox and Production environments to support accurate issue resolution.
Document solutions, best practices, and contribute to the internal knowledge base.
Support and guide Tier 1 agents, acting as their escalation point.
Assist with the onboarding and training of new Tier 1 agents.