Careers

Technical Support Engineer

Israel

About The Position

Company

Lightico has built a cutting-edge real-time customer collaboration platform that empowers call center agents to sell faster and provide superior customer service. Our unique technology enables agents to start an instant collaboration session with customers on their mobile device to share and collect documents, signatures, photos and signatures, leading to accelerated sales cycles and ultimate customer experience. Our solution is used by leading Financial Institutions, Telecom’s, Insurance companies and retailers. 

The Opportunity

Since its inception, Lightico has been growing rapidly and we are seeing a growing demand for our solution in the market. Due to this rapid growth, we are expanding our Support team and have an open opportunity for a Technical Support Engineer.

What you will do

  • Work with global customers and internal teams to resolve technical issues
  • Own customer interaction for the entire lifecycle of an issue
  • Maintain high customer satisfaction
  • On-call escalation point - own client communication and internal escalation for high priority incidents, work with internal/external teams towards full resolution
  • Maintain a high level of technical expertise of the Lightico platform at all times
  • Lead/participate in the Support organization’s internal projects
  • Stay current with the maintenance activities, new features and bug fix releases

Requirements

  • 3-5 years of experience as a Tier 2/Tier 3 Support Engineer or Technical Account Manager for a SaaS company
  • 1-3 years of experience working with global Enterprise clients
  • Excellent troubleshooting skills with strong hands-on experience
  • Excellent verbal and written communication skills
  • Critical thinker and problem-solving skills
  • Web troubleshooting experience
  • Familiarity with the core concepts of networking and APIs
  • Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools etc
  • Familiarity with Postman - advantage 
  • Available for off-hours escalations
  • Good time-management skills
  • Require little to no supervision
  • Readiness to work US hours (Monday-Friday)

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