We are looking for a proactive and customer-oriented Technical Support Engineer (L1/L2) to join our team in Kfar Saba. This role combines hands-on customer support (Level 1 & 2) with technical troubleshooting and QA involvement.
You will be the main point of contact for customers in Europe and Israel, and also serve as a backup for the US support team, ensuring excellent service while contributing to product quality and continuous improvement.
You will play a key role in customer satisfaction and product quality, acting as the bridge between customers and our product. Your work will directly impact how customers experience and how our platform continues to improve.
Responsibilities:
Customer Support & Communication
Provide excellent support via email, chat, phone, and video calls
Guide customers, demonstrate the system, and solve issues in real time
Ensure a high-quality support experience and strong customer satisfaction
Technical Troubleshooting (L1/L2)
Investigate and resolve technical issues end-to-end
Analyze logs, use internal tools, and perform basic database queries
Reproduce issues and document findings clearly
QA & Product Involvement
Take part in QA activities and collaborate with QA and development teams
Validate fixes and support testing (regression, sanity checks)
Identify recurring issues and contribute to product improvements
Documentation & AI Tools
Maintain and improve technical documentation and knowledge base
Use AI tools to enhance support efficiency and workflows
Requirements: Excellent interpersonal and communication skills - must enjoy working directly with customers
Very good English and Hebrew (written & spoken) - both are required
Strong technical aptitude and problem-solving skills
Ability to understand complex systems and explain them clearly
Experience with support tools, CRM systems, or ticketing systems
Familiarity with QA processes and bug tracking tools
Basic SQL knowledge (e.g., MySQL) - advantage
Ability to read logs and troubleshoot issues
High attention to detail and strong documentation skills
Proactive mindset and ability to work independently
Additional Details:
Full-time, on-site position (Kfar Saba)
Availability to work on Fridays and holidays as needed
This position is open to all candidates.