Senior Support Engineer

TL;DR

Senior Support Engineer (SaaS): Own complex technical and product-related support cases for English and Hebrew-speaking customers with an accent on troubleshooting, AI-assisted workflows, and process optimization. Focus on handling escalations, mentoring teammates, and collaborating with cross-functional teams to improve customer experience.

Location: Israel-based support team (some customers require Hebrew support with local context)

Company

Global SaaS company in mobile marketing analytics operating in 19 countries across 5 continents.

What you will do

• Own complex technical and product-related support cases from investigation through resolution.
• Provide high-quality support 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 senior point of contact for escalations, sensitive situations, and priority cases.
• Mentor teammates, share knowledge, and improve team practices.
• Use and improve AI-based tools, bots, workflows, automations, and documentation.
• Collaborate with Product, R&D, Customer Success, and other stakeholders.

Requirements

• 5+ years in technical support, support engineering, or similar customer-facing technical roles in SaaS/technology
• Excellent written and verbal communication in Hebrew and English
• Strong troubleshooting and problem-solving skills for complex cases.
• Strong SQL skills for complex queries and data analysis.
• Experience with logs, deep technical analysis, and APIs (reading docs, testing, troubleshooting).
• Proactive mindset with ownership, prioritization under pressure, and comfort using AI tools.

Nice to have

• Familiarity with Ad Tech industry.

Culture & Benefits

• Diverse and multicultural global teams with equal opportunities.
• Value curiosity, diversity, and innovation.
• Hands-on senior individual contributor role with broad impact.
• Evolving environment with AI and automation in daily workflows.