Technical Support Eng. at Ultra

Herzliya, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

08 Aug, 26

Salary

0.0

Posted On

10 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

API Integration, Log Analysis, Technical Triage, SaaS Support, HTTP Analysis, Technical Writing, Monitoring Tools, Scripting, Problem Solving, Service Reliability, B2B/B2G Support, Developer Documentation

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Ultra is looking for a Technical Support Engineer (TSE) to join our Customer Operations team and support the company’s transition from a traditional product model to an API-as-a-Service model. In this role, you will serve as the technical front line for customer-facing service issues, with a strong focus on API integration, service health, log analysis, technical triage, and collaboration with R&D teams. Our customers including government (b2g), enterprises (b2b), and regulatory organizations. Therefore, this role requires a highly technical support approach, focused on integration health, service reliability, data accuracy, and clear technical communication. The position reports to the VP Customer Operations. Key Responsibilities Serve as the first technical point of contact for customer-facing service issues. • Analyze and triage issues related to API behavior, integrations, installation, performance, data integrity, and product logic. • Distinguish between infrastructure issues, application bugs, integration problems, and product capability gaps. • Investigate issues using logs, HTTP analysis, monitoring tools, and internal systems. • Provide clear reproduction steps, relevant logs, and structured technical summaries for R&D teams. • Support API integration processes and assist customers’ technical teams during implementation and troubleshooting. • Monitor service health, uptime, latency, and degradation indicators; create and maintain dashboards, alerts, and operational checks. • Track bugs, service calls, and customer issues according to agreed SLAs. • Create developer-facing documentation, troubleshooting guides, and internal knowledge base materials. Requirements · 3-5 years of proven experience in technical support, application support, integration support, or a similar technical customer-facing role in B2B or B2G environments. · Strong technical orientation and code-level understanding, with the ability to read logs, understand system behaviour, and communicate effectively with engineering teams. · Excellent communication skills, strong ownership, problem-solving mindset, attention to detail, and ability to work independently. · Experience supporting SaaS, API-based platforms, or service-oriented products. · Ability to investigate complex technical issues and translate findings into clear action items. · Basic coding or scripting proficiency. · Experience with monitoring tools, agents, dashboards, alerts, service health indicators, and ticketing systems. · Strong technical writing skills and ability to create clear documentation for internal and external users. · Excellent technical English; French or Spanish is an advantage.

Responsibilities

Serve as the primary technical contact for customer service issues, focusing on API integration, service health, and log analysis. Collaborate with R&D teams by providing structured technical summaries and reproduction steps to resolve application bugs and infrastructure issues.