Technical Support Tier 2 [Israel]

 

Technical Support Tier 2

Reference # 1154

Location: Hod Hasharon

Type: Full Time

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JOB DESCRIPTION:

AU10TIX, an identity intelligence leader headquartered in Israel, is on a mission to obliterate fraud and further a more secure and inclusive world. The company provides critical, modular solutions to verify and link physical and digital identities so businesses and their customers can confidently connect. Over the past decade, AU10TIX has become the preferred partner of major global brands for customer onboarding and customer verification automation—and continues to work on the edge of what’s next for identity’s role in society. AU10TIX’s proprietary technology provides results in less than 8 seconds, enabling businesses to onboard customers faster while preventing fraud, meeting compliance mandates and, importantly, promoting trust and safety.

We are looking for a Tier 2 technical support engineer. The main role of Tier 2 is to provide advanced troubleshooting and diagnostics for Au10tix’s customers. This role requires strong analytical and troubleshooting skills, as well as a fundamental working knowledge of Cloud env (preferably AZURE).
We are looking for a team player with exceptional communication skills, who can function and deliver under pressure. The Tier 2 technical support engineer will support our worldwide customers by providing a deep analysis of customers’ technical queries, working closely with T1 support, NOC, R&D, DevOps & CSM.
In addition, the Tier 2 technical support engineer will develop tools and utilities to automate and enhance the work of Tier 1 Support team members.

RESPONSIBILITIES:

• Investigating and troubleshooting complex customer issues, while being responsible for follow-up, providing resolution, and verifying customer satisfaction.
• Communicating customer issues and requests to product management and R&D.
• Resolve problems independently and understand the correct escalation procedures.
• Provide reliable technical assistance with complex and advanced product issues, to internal and external customers while serving as a technical lead focal point.
• Support customers with integration, SDK, Coding related issues.
• Follow up with customers and internal teams for issue resolution, Manage bug workflows, and work in close contact with related R&D teams.
• Maintain and manage our internal Knowledge Base and playbooks.
• Assist T1 while acting as a mentor training focal point to the team.
• Develop tools to improve the efficiency of the support team (i.e. Support App)
• Develop troubleshooting and monitoring tools and methodologies using Azure or homegrown tools

REQUIREMENTS:

• Minimum of 2 years experience in Tier 2 Technical Support or equivalent background.
• High-quality individuals with computer software experience.
• Fluent in English with strong oral (phone) and written (e-mail) communication skills.
• Advanced analytical thinking and problem-solving skills
• The ability to work in stressful situations, self-control, and calm – MUST.
• Experience in advanced usage of Excel
• Excellent customer service skills
• Self-managed and team-oriented.
• Able to handle and escalate issues as needed.
• Experience in SQL, REST, SOAP, XML, API Integration
• Experience with nodes.js, Python, Java, PHP
• Experience working in a SaaS company

FOR THIS JOB, SEND CV TO:

AU10TIXHRG@AU10TIX.COM

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