Technical Support Engineer
ABOUT US
We are looking for a service-oriented Tier 1 Technical Support Engineer to join our Customer Technical Support team.
You will be a key player in our Global Production & Support department, working in a high-energy, international environment. This role is perfect for a "people person" who thrives on solving problems and enjoys being the primary technical bridge between our global client base and our internal teams. You will work as part of a distributed team across Israel, the USA, and
Responsibilities
- Global Customer Support: Manage real-time Live Chats and Jira tickets for clients worldwide, providing professional, friendly, and clear assistance.
- Web Troubleshooting: Perform front-end troubleshooting to identify display or functional issues using browser developer tools and basic web knowledge.
- System Configurations: Master our internal tools to help customers with product setups and ongoing configuration adjustments.
- Technical Triage: Act as the first point of contact for technical issues, diagnosing situations quickly using JSON logs and providing approachable solutions.
- Cross-Border Collaboration: Work closely with your teammates in the USA and Tbilisi to hand over tasks, share knowledge, and maintain 24/7 production stability.
- Proactivity: Identify recurring customer needs and contribute to a global knowledge base to improve team efficiency.
Requirements
- Communication Guru: Exceptional English (written and verbal) is essential for communicating with international clients and a global internal team.
- Technical Curiosity: Ability to troubleshoot web-based environments (identifying errors in browser consoles, inspecting HTML/CSS).
- Analytical Approach: Ability to read and interpret data/logs to provide accurate answers to customer queries.
- Service Mindset: A patient, empathetic professional who remains calm and professional during live interactions.
- Global Team Player: High availability and flexibility to work as part of a 24/7 global operation, coordinating across different time zones.
- Quick Learner: Capable of mastering complex internal configuration systems and product logic.
Advantages
- Technical Toolkit: Familiarity with JavaScript, HTML, CSS, or SQL.
- API Tools: Experience with Postman (API testing) or interpreting JSON data.
- Industry Tools: Experience with Jira or Zendesk.
- Industry Experience: Previous experience in the iGaming sector.