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we thrive The Tier 2 Technician serves as a senior Technical Support resource responsible for handling complex customer and internal support cases escalated from Tier 1. This role requires strong technical troubleshooting capabilities, cross-functional collaboration, ownership of critical incidents, and a commitment to delivering high-quality resolutions while maintaining excellent Customer Experience. Key Responsibilities Advanced Technical Support & Troubleshooting – Investigate, diagnose, and resolve complex software, hardware, system, and integration issues escalated from Tier 1 support, including log analysis and root cause identification. Escalation & Critical Incident Management – Own high-priority and critical support cases, ensuring SLA compliance while coordinating resolution efforts across Product, R&D, Engineering, QA, Operations, and Customer Success teams. Incident Investigation & Root Cause Analysis (RCA) – Lead incident and problem management activities, document findings, implement corrective and preventive actions, and drive long-term solutions for recurring issues. Issue Reproduction & Solution Validation – Reproduce customer-reported issues, validate fixes, and ensure solutions effectively resolve identified problems. Knowledge Management & Team Enablement – Create and maintain technical documentation, troubleshooting guides, and knowledge base articles, while mentoring Tier 1 support teams and sharing technical best practices. Continuous Improvement & Support Readiness – Analyze support trends, identify operational improvement opportunities, participate in product release validation, and recommend enhancements to support processes, tools, and workflows.
Country:
Israel
City:
Herzliya