# Technical Support Engineer Tier 2

[Quicklizard](https://gurify.com/jobs?q=Quicklizard) · Petah Tikva, Israel · Posted 3 days ago

[IT Support](https://gurify.com/jobs/support)

[Apply on the original posting → (opens in a new tab)](https://www.comeet.com/jobs/quicklizard/C9.004/technical-support-engineer-tier-2/6D.27B)

## Job description

We are a young, dynamic hi-tech company seeking a passionate, resilient, and proactive Technical Support Engineer to join our growing team.

In this role, you will become an expert in the inner workings of our platform and take responsibility for Tier-1 support, cross-team investigations, and customer success enablement. You will work closely with Product, Engineering, and Business teams to ensure a smooth client experience, providing guidance, issue resolution, proactive support, and intiatiives to improve the team's performance

This is a demanding and fast-paced role ideal for someone who thrives under pressure, has deep empathy for users, and is excited about solving problems and helping others succeed.

### Responsibilities

- Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.

- Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.

- Guide customers through platform features, API integrations, and SFTP connections.

- Help define and improve internal workflows by creating documentation, process diagrams, and training materials.

- Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.

- Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.

- Provide product education and support to clients, helping them understand platform functionality.

- Being on call for urgent issues as part of a regular rotation.

### Requirements

### Minimum Requirements

- 2+ years experience in a customer-facing technical support or technical account management role

- Fluent English, excellent written and verbal communication skills.

- Demonstrated ability to work independently in high-pressure and high-volume environments.

- Technical troubleshooting skills with experience in

- Zendesk

- SFTP

- API integration

- Basic Python

- Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences.

- Hardworking, deeply dedicated, and proactive mindset with a bias for action.

### Nice to Have (Advantages)

- Experience with Ruby, AWS Athena (SQL), or Airflow.

- Prior exposure to customized, high-touch platforms in a SaaS or startup setting.

- Familiarity with product operations or process design.

- Comfort leading initiatives for team training, process change, and documentation creation.

**Live in Quicklizard’s hiring system.** Read from the company's own applicant tracking system, not reposted from a job board — so it's a real, open requisition rather than an ad that outlived the role.

We remove it as soon as it disappears at source.

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