Company hidden

8 дней назад

Technical Support Specialist (SaaS)

Формат работы

onsite

Тип работы

fulltime

Грейд

junior

Английский

Страна

Israel

Вакансия из Hirify Global, списка международных tech-компаний
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Мэтч & Сопровод

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Описание вакансии

Текст:

TL;DR

Technical Support Specialist (SaaS): Troubleshooting and resolving customer issues for an AI-powered Customer Data Platform with an accent on Tier 1 support, technical triage, and cross-functional collaboration. Focus on managing critical alerts, investigating issues with SQL and developer tools, and building documentation and process improvements for systemic resolution.

Location: Israel, based in Jerusalem or Tel Aviv. The role works with the US queue during Israel working hours.

Company

hirify.global by Cox Automotive is a fast-growing technology company developing an AI-powered Customer Data Platform for the automotive industry, with hubs in the US and Israel.

What you will do

Provide customer support through phone, email, and internal chat.
Troubleshoot, prioritize, manage, and resolve technical tickets using Salesforce, Atlassian, and other SaaS tools.
Triage US queue cases during Israel working hours and manage critical alerts and outages.
Collaborate with customers, partners, engineering, product, R&D, and Israel support teams to resolve product issues.
Handle technical escalations and contribute to process improvements that reduce global escalation rates.
Build internal documentation and technical resources for systemic issue resolution.

Requirements

At least one year of experience troubleshooting SaaS products and working with Tier 1 Lead or Tier 2 support.
Excellent English verbal and written communication skills.
Experience with CRMs and modern SaaS tools such as G Suite, Slack, and Zendesk.
Basic to intermediate SQL knowledge, experience with Chrome Developer Tools and API testing tools such as Postman.
Familiarity with Windows, Mac, Linux, scripting with Python or Bash, and JavaScript or Python.
Experience or familiarity with monitoring tools such as Grafana, DataDog, Splunk, or New Relic.

Nice to have

Experience in SEO/SEM, including Google Ads, Facebook Ads, or Bing Ads.
Interest in progressing to Tier 2, Team Lead, Technical Support Engineer, or another specialized technical role.

Culture & Benefits

Collaborative, autonomous, and customer-focused work environment.
Direct collaboration with US teams and Israel-based support engineers.
Learning and growth opportunities in a fast-paced technology startup.
Exposure to strategic company decisions and C-level leadership.
Wolt+ and office treats.

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