3rd level Technical Support Engineer

Taboola's 3rd level engineers are the most skilled and technically competent members of Taboola Global Technical Support Team. They provide system and application technical support while ensuring that all service level agreements and customer satisfaction goals are achieved.

The position requires troubleshooting complex web and backend technology issues and excellent communication skills.  The Support Engineer works closely with various teams within the company, including R&D, Product and the various business units. The 3rd level support Engineer is also responsible for transferring technical knowledge to the other support tiers and to other teams within the company when needed.

 Responsibilities:

  • Perform in-depth troubleshooting including DB analysis, reading system logs and going through the product code level to identify and solve complex support issues that were escalated by the other support levels
  • Maintain a low rate of non-bug escalations to development team
  • Write technical notes and troubleshooting procedures to be used by the entire support organization
  • Manage assigned cases to meet service levels
  • Knowledge expert that will serve as the focal point to the entire Professional Services team
  • Ongoing support and working closely with the business teams throughout the company

 

Requirements: 

  • 3+ years of experience in similar technical support and/or deployment position – MUST
  • Proven experience with internet technologies including: Network architecture and terminology, HTML, JavaScript, CSS, MySQL database and Web servers
  • Thorough knowledge of Linux
  • Ability to understand Java on the code level
  • Python - an advantage
  • Troubleshooting experience
  • Ability to understand flows and provide creative technical solutions
  • Strong capabilities of building organized processes and structured formal documentation
  • Fluent English and excellent customer facing and communication skills (verbal and written)
  • Ability to comply with tight deadlines
  • Multi-tasking, self-learning, highly motivated and a team player

 Preferred experience: 

  • Experience in a multinational organization
  • Media companies background
  • Academic degree in Computer Science/Industrial Engineering

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