Advanced Technical Support Engineer

The Advanced Technical Support Engineer is a member of a high-performing team delivering world-class support for our SaaS solutions. This role is specifically designed for a Dedicated Support Advocate (DSA). Unlike standard support roles, you will own the technical relationship for Elite/Strategic accounts, acting as their primary point of contact and internal advocate.

You must be genuinely excited to help customers resolve complex issues, using structured troubleshooting and proactive communication to deliver an outstanding experience. Our DSAs are strong communicators who bridge the gap between the client and our internal teams; you will advocate for your customers’ needs while managing expectations to ensure strict SLAs are met across your assigned accounts.

What You Will Do...

Elite Client Ownership (DSA Engagement)

• Strategic Advocacy: Act as the dedicated technical lead for a small group of Elite clients, ensuring they receive the best outcomes from our internal Product and Engineering teams.

• End-to-End Ownership: Own the entire lifecycle of client issues. You will map customer use cases to product capabilities and ensure every technical hurdle is cleared.

• Cadence & Communication: Lead regular syncs with your assigned accounts to review open cases and provide executive-facing updates on critical incidents.

• Incident Coordination: Define problem statements, agree on resolution plans, and drive the communication timeline. You own the "next steps" so the client never has to wonder about the status.

Technical Troubleshooting & Coordination

• Deep Diagnostics: Troubleshoot using all available resources, including log file analysis (Splunk) and browser developer tools, to isolate root causes.

• Cross-Functional Collaboration: Partner closely with Engineering via Jira—creating high-quality tickets with clear reproduction steps—and track fix progress across releases and hotfixes.

• Knowledge Leadership: Create and maintain runbooks and "Voice of the Customer" feedback to influence the product roadmap and improve team-wide resolution times.

• Risk Management: Assess severity and business impact, prioritizing tasks based on business risk to ensure enhanced SLAs are never compromised.

You’ve Got What It Takes If You Have...

• Commitment to Excellence: Highly organized with a deep understanding of support processes, enhanced SLAs, and the tools required to support enterprise-level products.

• The Experience: 3–5 years of prior experience in Customer Support or working with HRIS, CRM, or other Cloud Solution suites.

• Communication Mastery: Strong written and verbal skills; able to speak confidently with executive stakeholders and build trusted, long-term relationships with elite clients.

• Technical Proficiency: * Experience troubleshooting web-based SaaS solutions and using admin configurations.

• Familiarity with ticketing and collaboration platforms (ServiceNow, Salesforce, Jira).

• Understanding of networking fundamentals (DNS, HTTP, TCP/IP).

• Education: University degree in Computer Science (or equivalent) or comparable practical experience.

• The Right Mindset: An influential collaborator who can build productive relationships across teams and handle high-pressure situations with patience.

• Language Skills: Fluency in English. Additional languages (e.g., French, Polish, or Hebrew) are highly appreciated.

Note: This role focuses on high-level coordination, troubleshooting, and communication. You will not be required to perform server administration or write code.