Support Tier 4 Engineer

Tel Aviv · Full-time · Entry-level

About The Position

We are looking for a Tier 4 engineer to join our expanding Technical Support group.

In this role, you will be part of the technical spearhead within our global support organization and will build and provide strong technical capabilities services with the ability to investigate the product code to ensure fast turnaround and solutions to our customers. As part of the role, you will also take part in writing tools that help better diagnose issues and will be used by the Support teams.

The ideal candidate will have familiarity with Backend and\or Frontend technologies, experience debugging and investigating issues using various tools, and the ability to work directly with customers on issues which require joint investigation with the customer technical teams.

Responsibilities

  • Work on assigned tickets and be responsible to conclude investigation within defined goals and KPIs
  • Perform in-depth troubleshooting including debugging of the product code level as well as analyzing product logs to identify and potentially resolve R&D bugs reported by customers
  • Provide quick and professional solutions and workarounds for critical problems escalated by customers
  • Provide consultation to the Technical Support teams on raised issues\questions
  • Work close to R&D and be part of development cycles
  • Work directly with customers technical teams where needed for troubleshooting purposes
  • Write technical articles and troubleshooting procedures to be used by the support teams
  • Write tools to be used by the Technical Support teams, such as monitoring alerts integrations, simulation tools, etc.

Requirements

  • Development knowledge\experience
  • One or more of the following:
  • Certification in Programming, Computer Engineering, Computer Science or equivalent.
  • Experience in Server and Front side development and Cloud production\technologies (React, Python, Kubernetes, etc.).
  • Experience with Databases (SQL and No-SQL).
  • Experience instigating logs and working with troubleshooting tools such as Kibana, Debugger Tools, etc.
  • Experience with integrations and APIs.


  • Experience working with Enterprise customers.
  • Team player, quick learner, and independent.
  • Ability to work under pressure in a fast-paced environment and short deadlines.
  • Experience working in a SAAS company – advantage.


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