Technical Support Engineer - Tier 3

  • Operations IL
  • Israel
  • Full-time

The position:

We are looking for a Technical Support Tier 3 to provide enterprise-level assistance to our customers.

You will be responsible for our customer's success, acting as the subject matter expert in Trigo technological solutions and services.

You will be responsible for building and executing Trigo's support methodologies worldwide.

A day in the life:

  • Identifying hardware and software solutions
  • Troubleshooting technical issues
  • Acquire and document in-depth technical knowledge of the company products and services
  • Attend product and R&D design meetings to provide field and customer's input to impact future development
  • Act the main escalation point from the field engineers to the R&D center
  • Ensure all issues are properly logged
  • Document technical knowledge in the form of notes and manuals
  • Diagnosing and repairing faults
  • Installing and configuring hardware and software.
  • Replacing or repairing the necessary parts
  • Supporting the roll-out of new applications
  • Prioritize and manage several open issues at one time
  • Testing and evaluating new technologies
  • Create and deliver training materials to field engineers and system integrators
  • Organize and file documentation pertaining to warranties and instructional guides for computer hardware

You bring to the table:

  • At least 3 years of relevant experience in a customer-focused position involving technical knowledge of a company's products and services
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Experience with Unix/Linux
  • Professional written and interpersonal skills 
  • Independent, detail-oriented, problem-solver, and team player
  • Cross-team collaborator and indirect influencer
  • Self-driven and resourcefulness
  • Excellent organizational skills, ability to work under tight deadlines, with a positive, can-do attitude
  • English speaker (appropriate in speaking and writing)
  • Experience in supporting hardware solutions
  • Ability to work on-call as per the needs of the business

Nice to have:

  • A bachelor's degree in computer science or related technical field is preferred
  • Industry-specific certification in relevant computer languages or software
  • Experience in supporting AI solutions 
  • Familiarity with remote desktop applications and help desk software (e.g., Zendesk)
  • Experience in a scripting language

Apply now