Technical Support Engineer at DUVE

Ramat Gan, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

09 May, 26

Salary

0.0

Posted On

08 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Success Engineering, Debugging APIs, System Integrations, Troubleshooting Cloud-Based Environments, Analyzing Logs, MongoDB, Scripting Languages, Mentoring, Training, Technical Leadership, Support Platforms, CRM Platforms, Documentation Systems, Communication Skills, Technical Concepts

Industry

Software Development

Description

Duve (duve.com), a B2B SaaS platform that is transforming the hospitality industry, is looking for an experienced Enterprise Account Executive to join our sales team, with a focus on new business acquisition. If you are an exceptionally skilled, driven, passionate hunter with a proven record of crushing quotas, come join a fast growing company that provides guest experience solutions worldwide to some of the largest global brands in hospitality. About this Role As a Technical Support Engineer, you’ll be the go-to expert for our most complex customer challenges—combining technical depth, clear communication, and empathy to turn issues into long-term trust. You're great fit If you are null Requirements 5+ years of experience in Technical Support, Customer Success Engineering, or similar technical customer-facing role Strong expertise in debugging APIs, system integrations, and troubleshooting cloud-based environments Hands-on experience analyzing and interpreting logs using observability tools such as Grafana, Datadog, or equivalent logging platforms Proven experience working with MongoDB databases, including querying and troubleshooting Proficiency in scripting languages (Python, JavaScript, or Bash) for automation and troubleshooting Demonstrated ability to mentor, train, and provide technical leadership to both onsite and remote team members Experience working with support and CRM platforms (e.g., Zendesk, ClickUp, HubSpot, Salesforce) and documentation systems (e.g., GitBook, ReadMe), including authoring technical articles and knowledge base content Excellent communication skills with the ability to translate complex technical concepts for both technical and non-technical stakeholders What you'll do Own complex escalations end-to-end, from initial diagnosis through resolution, ensuring customers receive exceptional technical support Collaborate closely with CSMs, Solutions, Engineering and Product teams to communicate technical issues, reproduce bugs, and advocate for customer needs Develop creative workarounds and solutions for challenging customer scenarios while maintaining empathy and clear communication Assess customer sentiment and urgency from written communication to appropriately prioritize and tailor your response approach Create and maintain technical documentation for both customers (knowledge base articles, integration guides) and internal teams (process docs, solution playbooks) Identify recurring issues and patterns to drive proactive improvements in product, processes, and documentation

Responsibilities

You will own complex escalations end-to-end, ensuring customers receive exceptional technical support. Collaborate with various teams to communicate technical issues and advocate for customer needs.