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Technical Support Engineer - Tier 3

  • Operations IL
  • Israel
  • Full-time

The position:

We are looking for eager and talented individuals for our growing Support Tier 3 team, a part of the Operations department

 

As a Tier 3 engineer, you will be an integral part of a fast-growing technological company, learn and practice high-end technical skills from the best in the industry, and provide enterprise-level support to our customers globally

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

A day in the life:

  • Investigate complicated customer complaints up to root cause solutions
  • Act as the liaison between our customers and Trigo’s Research and Development teams
  • Act as an escalation point for the field engineers, customers, and all Support tiers
  • Build troubleshooting guides and provide technical solutions for NOC, Tier 1 and 2 teams
  • Be the product expert and trusted advisor for complicated issues
  • Develop training programs and materials for field engineers
  • Assist R&D teams with the investigation of specific product issues identified internally
  • Maintain and update the internal Knowledge Base library while ensuring only relevant data and procedures are kept
  • Create, prioritize, and monitor comprehensive escalated Jira tickets for the development teams.
  • Diagnosing hardware faults and replacing or repairing the necessary parts
  • Proactively reach out to customers to initiate activities such as software upgrades, hardware maintenance, and training sessions for upcoming new features

You bring to the table:

  • At least 4 years of experience as a Support Tier 3 engineer
  • At least 3 years of supporting on-prem and cloud systems
  • Experience in supporting hardware solutions
  • Experience in Linux and containers
  • Knowledge of SQL and databases
  • Proven experience in complex product systems troubleshooting
  • Proficient in troubleshooting, monitoring, and managing networks issues
  • Fluent English and ability to provide step-by-step technical help, both written and verbal
  • Independent, with a can-do attitude and the ability to work under tight deadlines
  • A team player with interpersonal skills and enthusiasm for working directly with customers
  • Excellent problem solving and analytical skills with an aptitude for learning new technologies
  • Ability to learn new features/functionality and communicate those in a value-added way to internal teams
  • Ability to multitask, prioritize, and manage time effectively
  • Willingness to work off-hours and weekends as needed
  • Continuous learning mindset and detail-oriented approach

Nice to have:

  • A bachelor's degree in computer science or related technical field is preferred
  • Experience in supporting AI solutions 
  • Familiarity with remote desktop applications and help desk software (e.g., Zendesk)
  • Knowledge in one of the programming languages: Python, JavaScript, Rust
  • Knowledge in Kubernetes, Consul, Nomad
  • Experience working with GCP
  • Experience in Datadog, Kibana
  • Previous experience as a Linux system administrator
Apply now