לוח משרות דרושים Tier 2 תומך/ת טכני/ת בתל אביב יפו, לחיפוש זה נמצאו 6 משרות

We're looking for a Support Escalation Specialist to join our team and operate at the intersection of Customer Experience, Product, and Engineering. This role is about more than resolving tickets, it's about building scalable solutions, improving processes, and creating exceptional support experiences for our customers.
You'll own the escalations that don't have a clean answer, technically complex, high stakes, or already past the customer's patience. You'll work across the full customer base, from self-service to Enterprise, partnering with R&D to drive issues to resolution and flagging what needs fixing at the product level.
This is the last line before an issue becomes a bigger problem. You'll hold the thread on every case you take, keep the customer informed even when there's no update. Strong technical instincts and clear communication under pressure both matter.
Hands-on experience using AI tools to improve troubleshooting, workflows, and execution is a must for this role.
This role is based in Tel Aviv. We work in a hybrid model, with 3 days a week in the office. This is a Monday to Friday role.

our company  is 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 at our company 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, our company is the place for you! 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

Why you should join us:

* An awesome global team of forward-thinking, innovative go-getters.
* A front-row seat to the strategic decisions shaping the company at a pivotal moment.
* Direct partnership with the C Level leadership team - exposure, ownership, and visibility from day one.
* Learning and growth opportunities within a fast-paced tech startup environment. As a part of our team, your success in this role is crucial to our company's growth, and we are committed to supporting you.