Required Manager, Technical Support Engineer - Tier 3
Tel Aviv
Excited to lead a global team of experts and solve the toughest technical challenges?
As a Manager, Technical Support Engineer, you'll head our Tier 3 support engineering team, the final escalation point for the most complex issues before they reach R&D. You'll empower your team to provide swift and effective resolutions, partner closely with R&D, Product, and GTM teams, and drive process improvements that impact our most important customers.
As a Manager, Technical Support Engineer - Tier 3, you will:
Lead and Mentor: Manage and develop a global team of highly skilled Tier 3 Technical Support Engineers. You will provide technical mentorship and performance feedback to ensure your team's continued growth and success.
Drive Technical Resolution: Oversee daily operations, ensuring your team effectively troubleshoots and resolves complex escalated issues that Tier 1 and 2 support cannot handle.
Act as an R&D Liaison: Serve as the primary point of contact for all high-priority escalations. You will integrate the technical data from your team with the customer context from our GTM teams to provide a complete picture to R&D, allowing them to focus on diagnosis and resolution.
Proactive Issue Management: Systematically identify recurring issues or "themes" across all incoming escalations. You will partner with the R&D team to define and execute action plans to reduce bug volume and improve overall product quality.
Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of our technical escalation workflow.
Incident Management: Lead and coordinate the response to major technical incidents, ensuring a structured approach to problem-solving and communication across teams.
Requirements: Experience: 5+ years of experience in a B2B customer support or service setting, with at least 2 years in a management or lead role.
Technical Acumen: A strong background in software development or computer science is a must. You should possess hands-on experience with APIs and a deep understanding of SQL scripting. Familiarity with databases like Elastic-Kibana, PostgreSQL, or Mongo DB is a plus.
Problem-Solving Skills: Exceptional critical thinking and problem-solving abilities with an ownership mentality.
Interpersonal Skills: Proven experience working cross-functionally and the ability to collaborate effectively with diverse teams, including R&D, Product, and GTM teams.
Process Knowledge: A solid understanding of technical escalation processes and Service Level Agreement (SLA) timeframes.
This position is open to all candidates.