21 час назад
Support Escalation Specialist (SaaS/AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Support Escalation Specialist (SaaS/AI): Resolving complex technical customer escalations across APIs, integrations, automation workflows, and product issues with an accent on deep investigation, clear communication, and scalable support improvements. Focus on analyzing logs and HTTP requests, coaching support teams, partnering with R&D, and building AI-assisted playbooks, documentation, and automations.
Location: Tel Aviv, Israel; hybrid schedule with 3 days per week in the office. Monday to Friday, with periodic travel for on-site training and alignment.
Company
builds fast, AI-first products for customers and supports a builder-oriented working environment.
What you will do
- Own complex Tier 2 and escalation cases from investigation through resolution, keeping customers informed throughout the process.
- Investigate API logs, HTTP requests, integrations, automation workflows, Zapier and similar third-party tools.
- Lead live Zoom sessions for high-priority issues, integration setups, and technical blockers.
- Coach the remote-based support team on complex cases, investigation methods, and empathetic customer communication.
- Identify recurring product issues, partner with R&D on root-cause fixes, and close the feedback loop.
- Build playbooks, documentation, processes, and automations to improve support operations.
Requirements
- 3+ years of experience in Technical Support, Tier 2, or escalations at a SaaS company.
- Excellent written and spoken English, including the ability to de-escalate difficult customer conversations in writing.
- Hands-on daily use of AI tools such as Claude, Zapier, Make, n8n, or similar tools to improve troubleshooting and workflows.
- Strong technical troubleshooting skills across APIs, integrations, automation workflows, logs, and third-party tools.
- Ability to manage customer and stakeholder boundaries, clarify unclear issues, prioritize competing urgent cases, and communicate effectively with engineers.
- Willingness to keep product and AI tooling knowledge current and update team playbooks.
Nice to have
- Experience with Jira.
- Experience with Intercom.
Culture & Benefits
- AI-first, fast-paced, high-impact environment.
- Customer-first approach focused on premium support experiences.
- Opportunities to teach, mentor, and improve team practices.
- Hybrid work with regular office collaboration in Tel Aviv.
- Periodic travel for on-site training and alignment.
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