Senior Support Engineer

About the Company

Responsibilities

• ● Own complex technical and product-related support cases from investigation through resolution.
• ● Provide high-quality support to customers in Hebrew and English across written and live interactions.
• ● Handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision.
• ● Act as a senior point of contact for escalations, sensitive customer situations, and priority cases.
• ● Mentor teammates by sharing knowledge, setting a high bar for case handling, and helping improve team practices.
• ● Use AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency.
• ● Help to define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation to improve support effectiveness.
• ● Identify opportunities to reduce friction, improve self-service, and optimize internal support flows.
• ● Collaborate with Product, R&D, Customer Success, TPE, and other internal stakeholders to resolve issues and improve the customer experience.

Requirements

• ● 5+ years of experience in technical support, support engineering, or similar customer-facing technical roles in a SaaS or technology environment.
• ● Strong troubleshooting and problem-solving skills, with the ability to work through complex cases independently.
• ● Strong SQL skills and experience writing complex queries for investigation and troubleshooting.
• ● Experience working with logs and performing deep technical and data analysis.
• ● Experience working with APIs, including reading documentation, testing requests, and troubleshooting integrations.
• ● Excellent written and verbal communication skills in Hebrew and English.
• ● Ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure.
• ● A proactive, ownership-driven mindset with a strong focus on delivery and results.