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Technical Support Engineer - Tier 3 at Glassix

Tel Aviv, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

23 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Javascript, React, Node, Python, Java, Sql, Nosql, Troubleshooting, System Analysis, Application Analysis, Communication, Self-Motivation, Organization, Time Management

Industry

Software Development

Description

Job description tl;dr: We are hiring a Technical Support Engineer - Tier 3. We’re helping top brands manage their digital communication with their end customers. Who we are Glassix is a leading SaaS messaging platform helping top brands manage digital communication with their end customers. Glassix enables contact centers to communicate via - WhatsApp, Facebook, chat, Instagram, and more - via bots & live agents, using AI & NLP. We are looking for people who are comfortable with ambiguity and want to have a broad impact. We care a ton about communication, autonomy, curiosity, and initiative. Our platform has been around since 2017 and has hundreds of customers using Glassix to improve customer support. As a team, we love learning from each other and are looking for people who bring a new set of experiences and backgrounds to our team. ** In-office position (not hybrid) Responsibilities: Investigate complex technical issues and identify root causes. Manage escalated support cases end-to-end. Collaborate closely with R&D to escalate and resolve issues. Create and maintain internal documentation and knowledge base articles. Deliver technical training to other teams and support cross-functional projects. Experience with JavaScript and React, and backend technologies (e.g., Node, Python, Java, or similar) Experience with databases (SQL and/or NoSQL). Proven ability to troubleshoot and analyze system and application-level issues. Excellent communication skills in English, both written and verbal. Highly self-motivated and accountable, with strong organizational and time management skills.

Responsibilities

The role involves investigating complex technical issues to identify root causes and managing escalated support cases from start to finish. This includes close collaboration with R&D for issue resolution and creating internal documentation.