As a Professional Services Subject Matter Expert, part of the SMEs team in our Tel Aviv office, youll play a vital role in ensuring high-quality support and contributing to business success by connecting with multiple stakeholders across our company globally. You will be an essential pivotal engineer within the advertiser professional services tech solutions group, leading at least one area of expertise as the highest level of technical escalation and management, owning it end-to-end.
You will juggle between:
Complex technical case investigations.
Consultation and mentoring to lower levels of support.
Bug reporting, tracking & prioritizing.
Knowledge creation, retention and training – including via AI and automations.
Operational data analysis.
Ad-hoc activities and projects with our Product and Business stakeholders.
Long-term relationships.
You will collaborate with multiple stakeholders within the professional services group as well as the engineering group, and our business teams.
How youll make an impact:
Perform in-depth troubleshooting of the most complex support issues in your SME area/s, requiring expert understanding of our company features and architecture.
Be an escalation point for burning issues within and outside your primary SME area/s.
Provide assistance and consultation to lower level support teams, as well as other groups that see you as the go-to-person.
Analyze operational aspects of your SME area/s and share actionable insights with top management. Preferably use AI for faster and higher quality results.
Create and provide training and knowledge material – new feature introduction, troubleshooting methodologies and tools, technical summaries, courses and quizzes creation. Preferably use AI for faster and higher quality results.
Interact with our NPI (new product introduction) Specialist for logistical aspects related to new features.
Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements.
Cooperate and coordinate with additional groups within professional services, support, sales, account management and more.
Identify and work to close gaps of knowledge, work methodologies, supportability, processes and opportunities for automation.
Manage ad-hoc strategic activities and projects related to your area of expertise, outside of technical case handling or content creation.
You will juggle between:
Complex technical case investigations.
Consultation and mentoring to lower levels of support.
Bug reporting, tracking & prioritizing.
Knowledge creation, retention and training – including via AI and automations.
Operational data analysis.
Ad-hoc activities and projects with our Product and Business stakeholders.
Long-term relationships.
You will collaborate with multiple stakeholders within the professional services group as well as the engineering group, and our business teams.
How youll make an impact:
Perform in-depth troubleshooting of the most complex support issues in your SME area/s, requiring expert understanding of our company features and architecture.
Be an escalation point for burning issues within and outside your primary SME area/s.
Provide assistance and consultation to lower level support teams, as well as other groups that see you as the go-to-person.
Analyze operational aspects of your SME area/s and share actionable insights with top management. Preferably use AI for faster and higher quality results.
Create and provide training and knowledge material – new feature introduction, troubleshooting methodologies and tools, technical summaries, courses and quizzes creation. Preferably use AI for faster and higher quality results.
Interact with our NPI (new product introduction) Specialist for logistical aspects related to new features.
Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements.
Cooperate and coordinate with additional groups within professional services, support, sales, account management and more.
Identify and work to close gaps of knowledge, work methodologies, supportability, processes and opportunities for automation.
Manage ad-hoc strategic activities and projects related to your area of expertise, outside of technical case handling or content creation.
Requirements:
3+ years of experience in 2nd level support / 1+ years of experience in 3rd level support.
Advanced technical orientation and understanding – familiarity with architectural design and flows, relations between frontend and backend services, reading code.
Proficiency in troubleshooting methodologies – web, DB, analytics, APIs/SDKs, logs.
Ability to analyze operational data and provide actionable insights.
Project management capabilities – time management, activity tracking, progress and insights reporting.
Excellent written and verbal skills in English – technical summaries, training material, emails, face-to-face meetings.
Service quality awareness and empathy.
AI and automation experience, mainly around support flow automation and knowledge content creation – significant advantage.
Bonus points if you have:
Experience with ad-tech (particularly advertiser side).
Innovative thinking.
3+ years of experience in 2nd level support / 1+ years of experience in 3rd level support.
Advanced technical orientation and understanding – familiarity with architectural design and flows, relations between frontend and backend services, reading code.
Proficiency in troubleshooting methodologies – web, DB, analytics, APIs/SDKs, logs.
Ability to analyze operational data and provide actionable insights.
Project management capabilities – time management, activity tracking, progress and insights reporting.
Excellent written and verbal skills in English – technical summaries, training material, emails, face-to-face meetings.
Service quality awareness and empathy.
AI and automation experience, mainly around support flow automation and knowledge content creation – significant advantage.
Bonus points if you have:
Experience with ad-tech (particularly advertiser side).
Innovative thinking.
This position is open to all candidates.
