TIER 2 Technical Support Lead

  • pin_dropמיקוםהרצליה
  • bubble_chartקטגוריהתמיכה טכנית
  • schoolנסיון1-2 שנות ניסיון
  • workסוג משרהמשרה מלאה

תיאור משרה

  • Respond and resolve complicated customer issues and requests, which were not addressed by our Tier 1 support team.
  • Research root cause of issues via exploring logs, data and code.
  • Work with the engineering team to coordinate issue resolutions and workarounds.
  • Work with Tier 1 support and business users to prioritize issues, communicate status, and oversee end-to-end resolution.
  • Be a part of a successful startup technology team that translates our vision into a solid SaaS product that performs, scales and is easy to use. Explore & learn new fields, APIs and cutting-edge technologies including AI and NLP.

דרישות תפקיד

  • Strong sense of responsibility and ownership.
  • Excellent communication and documentation skills.
  • A good understanding of technology and web applications, and ability to quickly learn new concepts and products.
  • At least 2 years of experience in a customer service/support setting, with strong preference for operating in a technical space (ideally SaaS) with high degree of critical thinking and problem solving.
  • Analytic capabilities to create and manage dashboards and generate metrics.
  • Some development background, and ideally a degree in computer science.
  • A passion for working in a team with very strong peers.

You’ll get

  • An opportunity to work with the world's most advanced companies that utilize a state-of-the-art AI-based system to improve business results.
  • An opportunity to share success with top-tier engineers solving complex challenges in a high-profile, meteoric-growth, well-funded start-up company.


על החברה

Gong פיתחה מנוע מונחה בינה מלאכותית, שמסייע לעובדים בעולם העסקים לעבוד בצורה יעילה יותר. מדובר במנוע שאוסף תקשורת בין אנשים—שיחות, מיילים, צ'אטים—"מבין" אותה ומכוון את ההבנה לשיפור מקצועי של עובדים בחברה, לשקיפות גדולה יותר בארגון, ולתובנות אסטרטגיות להנהלה.

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