Location: On-site – at our offices in Kfar Saba, Israel.
Position Overview: 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 us 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.
