We are looking for a highly analytical Tier-2 Support Expert to act as the main escalation point for our team. You will investigate data anomalies, collaborate closely with R&D, and deliver high-quality, tailor-made technical resolutions to leading global brands.
Responsibilities
Handle complex unresolved issues from Tier-1 involving APIs, data pipelines, and dashboards.
Reproduce bugs, conduct root-cause analysis for data discrepancies, and document technical findings.
Work closely with R&D, Product, and Customer Success to prioritize bug fixes and drive systemic improvements.
Provide clear, professional technical guidance to enterprise clients while meeting strict SLAs.
Create and maintain internal Knowledge Base articles and troubleshooting runbooks.

we thrive The Tier 2 Technician serves as a senior Technical Support resource responsible for handling complex customer and internal support cases escalated from Tier 1. This role requires strong technical troubleshooting capabilities, cross-functional collaboration, ownership of critical incidents, and a commitment to delivering high-quality resolutions while maintaining excellent Customer Experience. Key Responsibilities Advanced Technical Support & Troubleshooting - Investigate, diagnose, and resolve complex software, hardware, system, and integration issues escalated from Tier 1 support, including log analysis and root cause identification. Escalation & Critical Incident Management - Own high-priority and critical support cases, ensuring SLA compliance while coordinating resolution efforts across Product, R&D, Engineering, QA, Operations, and Customer Success teams. Incident Investigation & Root Cause Analysis (RCA) - Lead incident and problem management activities, document findings, implement corrective and preventive actions, and drive long-term solutions for recurring issues. Issue Reproduction & Solution Validation - Reproduce customer-reported issues, validate fixes, and ensure solutions effectively resolve identified problems. Knowledge Management & Team Enablement - Create and maintain technical documentation, troubleshooting guides, and knowledge base articles, while mentoring Tier 1 support teams and sharing technical best practices. Continuous Improvement & Support Readiness - Analyze support trends, identify operational improvement opportunities, participate in product release validation, and recommend enhancements to support processes, tools, and workflows.
Country:
Israel
City:
Herzliya