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Job Opportunity: Technical Support Engineer EMEA

Date   Nov 17
Listing No.   IE261685
Sector   Hi-Tech, Technology & IT
Region   Center
City/Yishuv   Tel Aviv
Technical Support Engineer EMEA
We are looking for an enthusiastic support engineer to join the Technical Support Team in Tel Aviv. Our Technical Support Team works closely with our customer success, solutions experts and R&D teams to provide resolutions for technical and product issues, while communicating and building trust and relationships with large international customers.

Position Responsibilities:

Handling both customer support and technical support questions from company users.
Provide exceptional support services to both technical and non-technical users
Deep investigation and root cause analysis into reported issues with the use of a variety of tools
Case management with multiple competing priorities and ensure they are followed up correctly & timley
Escalating issues to R&D and reporting bugs
Communicating and coordinating issues affecting customers
Validating issues and performing functional testing to validate fixes that relate to cases
Develop a strong understanding of company and its components
Understanding customer needs including feature and configuration requests
Manage production incidents communicating to internal and external stakeholders
Reporting on customer performance and monitoring usage to assist with implementation and support activities
Assist in knowledge transfer and documentation across the company and to our customers
Continually improve the support process to ensure the best service is provided in an efficient and effective manner

Skills / Experience Requirements:

2 years’ experience as a L2 or L3 technical support
Proven Experience using SQL at an intermediate level
Proven track record consuming REST API's
Experience with providing technical support for Web & Mobile platforms
High level of English - with both strong written and oral communication skills. (Other European languages an advantage)
BS degree in Computer Science or related technical field
Customer oriented with customer facing experience
Experience working in operationally-critical environments in high-pressure situations
Flexibility to work customer business hours if required (including evenings and weekends)
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