Sr. Technical Support Engineer, Tier 3 (AI)

TL;DR

Sr. Technical Support Engineer, Tier 3 (AI): Resolving complex technical issues and performing root cause analysis for advanced B2B customers with an accent on deep technical investigations and R&D collaboration. Focus on identifying recurring product issues, mentoring Tier 2 teams, and developing internal troubleshooting tools.

Location: Hybrid in Tel Aviv, Israel

Company

hirify.global harnesses the power of AI to transform how revenue teams win through its Revenue AI Operating System.

What you will do

• Perform root cause analysis and resolve complex technical issues using various datasets and tools.
• Collaborate with R&D and Product Management to implement features and workarounds that reduce ticket volume.
• Partner with Tier 2 Support and Customer Success to prioritize and resolve critical escalations.
• Mentor and upskill Tier 2 teams through documentation, insights, and training.
• Develop and advocate for internal troubleshooting tooling to accelerate root cause identification.

Requirements

• 10+ years of B2B technical support experience.
• Proficiency in escalation and incident management adhering to SLAs.
• Strong web application troubleshooting skills and the ability to read code and write scripts.
• Hands-on experience with Salesforce, ideally as an Administrator.
• Practical knowledge of SQL, APIs, and databases such as PostgreSQL, MongoDB, or Elastic-Kibana.
• Experience with monitoring tools like Coralogix or Datadog.

Nice to have

• Prior experience working with hirify.global.

Culture & Benefits

• Hybrid work model combining home and office.
• Quarterly Recharge days, providing 8 additional vacation days per year.
• Comprehensive private healthcare.
• On-site sports classes.
• Education and learning stipend for professional growth.