Technical Support
- תל אביב
- משרה קבועה
- משרה מלאה
- Handle customer requests professionally, maintaining SLAs and high satisfaction rates
- Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.)
- Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions
- Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk
- Communicate clearly and empathetically with customers via HubSpot, phone, and email
- Verify functionality in Sandbox and Production environments to support accurate issue resolution
- Document solutions, best practices, and contribute to the internal knowledge base
- Support and guide Tier 1 agents, acting as their escalation point
- Assist with the onboarding and training of new Tier 1 agents
- Able to work independently from our regional office
- Experience in a customer-facing role in a global B2B environment
- Strong troubleshooting skills using logs, tools, and structured thinking
- Proficiency with: Postman, Kibana, Jira, Confluence, HubSpot or other CRM systems
- Solid understanding of API integrations and bug tracking/reporting tools
- Excellent written and verbal English skills
- Great technical documentation and communication abilities
- Ability to work well under pressure in a fast-paced environment
- Experience in payments or fintech – Big Advantage