Totango

Support Engineer (Tier-2)

2 weeks agoTel Aviv, Israel

Tier 2 Technical Support

If you love innovative, state-of-the-art technology and love helping customers succeed, you'll love working with us here at Totango!

Totango is looking for a bright, passionate and talented Senior Tier 2 Technical Support candidate to assist our customers in their use of Totango's products and to ensure ongoing success with our rapidly growing company.  

The Tier 2 Technical Support person is a key part of the Product Support team. You will be working mainly with the R&D teams on issues with a complex SaaS product. Including diagnosing logic errors, logging bugs, helping prioritize and communicate fixes and helping to drive the quality of our customers’ experience with Totango.

Responsibilities:

  • Field escalations, working directly with our users and Product Support Team abroad to solve problems and help them leverage all Totango functionality
  • Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
  • Report bugs to our Engineering & QA teams, working closely with the engineering teams to quickly solve complex issues with efficiency as well as helping to prioritize fixes to ensure customer satisfaction
  • Clearly communicate with customers and other internal teams about issues impacting their service
  • Effectively verify that issues have been resolved
  • Execute internal processes to streamline and scale support
  • Partner with cross-functional teams, such as Product Management, Support, and Engineering to translate customer business needs and product feedback into new solutions.
  • Success in this role is measured by customer CSAT, issue resolution time, adherence to support SOPs and number of interactions per customer, as well as success of the overall Tier 2 support team.
  • Some reporting, authoring of SOPs and knowledge base documentation is required

Required skills

  • 2 or more years in a Tier 2 or above, Technical Support/QA related role at a SaaS company
  • Hands On experience using SQL databases, with running complex queries.
  • Good Understanding of APIs, using Postman or similar.
  • Experience with logs investigation, working with Sumologic or similar. 
  • Must be a creative and analytical problem solver with proven success working independently
  • Excellent written and verbal communication skills in English is required
  • Eager and capable of learning new technologies as necessary
  • High attention to detail and ability to stay organised in a fast paced, complex environment
  • Have flexibility to cover non-standard work hours as needed
  • Have a passion for customer service and helping others!

Big plus if you have any of the following skills:

  • Familiarity with Jira,Zendesk, SendGrid and/or Salesforce
  • Knowledge in AWS Athena
  • Coding experience in a programming language
  • Prior experience with user testing / QA
  • Exposure to Customer Success
  • Mamram/Technological unit graduate
  • Familiarity with Web Development, including HTML and JavaScript      

 ​​​ *Resumes/Cover Letters for this position must be submitted in English only.

Why Totango?

Totango is a fast growing start-up building an ambitious cloud application. You’ll have the opportunity to learn cutting-edge technologies and make an impact.

Totango leads the exciting new field of Customer Success. We help businesses pro-actively support their existing clients and reduce churn.

Fun company events and high standard welfare facilities.

Good work/life balance

Great location near Hashalom train station in Tel-Aviv.

 

 

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