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GeoEdge is waiting for you!

Tier 3 Support Engineer

Location: Tel Aviv- Israel

 With a people-driven culture rooted in a shared passion for innovation and technology, GeoEdge is dedicated to making the internet a safer place! 

 As our first Tier 3 Support Engineer, you’ll have a unique opportunity to create the role from scratch while working closely with our global Tier 1 & 2 support team.

You'll join a friendly, talented team in our Tel Aviv office, and will play a key role in in helping us attain and maintain one of our core values: Customer Obsession. 

Responsibilities:

  •  Working to resolve all escalated incoming client issues by phone, email or chat within defined SLA’s
  • Filtering support ticket, prioritizing and escalating the most impactful, complex issues and managing them directly with the R&D teams
  • Documenting issue statuses and providing updates to management
  • Developing, documenting and maintaining standard operating procedures, best practices and customer service guidelines with the global Support department
  • Enabling the global Support department and being a focal point for knowledge transfer within the department  

Responsibilities:
  • Former Tier 3 support or development or QA experience
  • Knowledge in HTML/JavaScript with proven coding and debugging abilities. 
  • Knowledge in scripting languages such as JavaScript/node.js/php with an ability to develop and execute scripts to support customers needs.
  • Knowledge and experience with data extraction from various database frameworks such as MySQL/ElasticSearch/MongoDB.
  • Experience working with windows and Linux operating systems
  • Experience within cybersecurity or Ad Tech eco-system – huge advantage
  • Experience in navigating complex support scenarios.
  • Customer oriented and exceptional interpersonal skills
  • Excellent communication skills in English (written and verbal)
  • Excellent analytical and problem-solving skills
  • Self-starter, experience within a start-up environment
Requirements: