Senior Support Engineer

What you'll do

• Own complex technical and product-related support cases from investigation through resolution
• Provide high-quality support to customers 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 a senior point of contact for escalations, sensitive customer situations, and priority cases
• Mentor teammates by sharing knowledge, setting a high bar for case handling, and helping improve team practices
• Use AI-based tools and internal tools effectively to improve speed, quality, and consistency
• Help define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation
• Identify opportunities to reduce friction, improve self-service, and optimize internal support flows
• Collaborate with Product, R&D, Customer Success, TPE, and other internal stakeholders to resolve issues and improve customer experience

Requirements

• 5+ years of experience in technical support, support engineering, or similar customer-facing technical roles in a SaaS or technology environment
• Strong troubleshooting and problem-solving skills
• Ability to work through complex cases independently
• Strong SQL skills and experience writing complex queries
• Experience working with logs and performing deep technical and data analysis
• Experience working with APIs including reading documentation, testing requests, and troubleshooting integrations
• Excellent written and verbal communication skills in Hebrew and English
• Ability to manage ambiguity, prioritize effectively, and maintain sound judgment under pressure
• Proactive, ownership-driven mindset with strong focus on customer impact
• Comfort using AI tools in daily workflows
• Willingness to test new tools, challenge existing processes, and help the organization learn how to work better with AI

Tech stack