לוח משרות דרושים Tier 2 תומך/ת טכני/ת בתל אביב יפו

Required Technical Support Engineer- Tier 2
Description
We are redefining trust in blockchain through advanced, integrated security. Our on-chain security platform is trusted by leading Web3 companiesincluding Coinbase, MetaMask, Uniswap, Backpack, Stellar, and othersto detect, understand, and automatically prevent or minimize the impact of fraud, scams, hacks, and financial threats.
We are backed by top-tier global investors including Sequoia Capital, Ribbit Capital, and Cyberstartsfirms known for supporting the most innovative and influential companies in technology and cybersecurity.
As the Technical Support L2 Engineer, based in Tel Aviv, you will have the unique opportunity to build and scale our L2 support function from the ground up and be a part of the Blockchain security future . Reporting to the Head of Customer Support, you will help our customers with their most pressing issues, protecting end-users from being scammed, creating real impact.
This role is meant for a true builder. As the first hire, youll be a major player in building the support process for cutting edge new Blockchain security products, becoming subject matter expert and trusted advisor for our customers, engaging directly with our engineering and product team, and learning our product directly from them.
What Youll Do -
Provide expert-level technical support for our applications, diagnosing and resolving complex issues with aggressive resolution times.
Analyze sophisticated problems related to system performance, configuration issues, API integrations, Web3 security threats, and blockchain-related incidents.
Monitor system performance metrics, API health, and security incident alerts.
Serve as the primary point of contact for escalated customer issues, maintaining clear communication with stakeholders.
Coordinate with Engineering, Product Management, and Field Services teams to resolve complex technical challenges.
Identify opportunities for the support team to take on additional responsibilities and develop subject matter expertise.
Create and maintain comprehensive playbooks, troubleshooting guides, and internal documentation.
Develop tools and automation to improve support efficiency and reduce resolution time.
Maintain strict compliance with security policies and procedures, particularly when handling sensitive customer data.

We are looking for a dedicated Tier 2 Support Representative to be a crucial point of contact for our valued customers.

In this role, you will be instrumental in ensuring customer satisfaction by expertly managing inquiries across various communication channels. You'll leverage your technical aptitude and strong communication skills to diagnose, troubleshoot, and effectively escalate complex issues, ensuring timely resolutions and a seamless customer experience. This is an exciting opportunity for a proactive and driven professional who excels at understanding customer needs and delivering confident solutions.

So, what will you be doing all day?

As Tier 2 Support, you will:
Serve as the main point of contact for our customers, skillfully managing communications via phone, chat, email, and our online support portal.
Professionally and efficiently handle all customer inquiries, expertly dissecting their issues and concerns to provide exceptional customer support.
Provide timely escalation of complex ticket items to the development, team, and CSM teams, providing clear and comprehensive information.
Proactively identify and interpret customer challenges through effective questioning and analysis, ensuring accurate documentation.
Effectively own ticket resolution by submitting detailed tickets in accordance with our standards and ensuring all necessary information is included to facilitate timely resolutions.
Follow up with customers and ensure excellent customer service and satisfaction.
Learn and master a variety of internal tools, using them quickly and efficiently to diagnose, solve, or escalate complex issues. This includes managing customer inquiries through email, chat, and phone, and ensuring that every interaction is handled with precision and care
Working days: Monday-Friday, three times a week on-site, evening hours [US hours 14:30 -23:30 PM]