Software Support Tier 3

Job Description: 

  • Contain all field SW escalations that don’t require code changes

  • Independently resolve customer complex issues by analyzing product and systematic issues (SW, IT, databases) 

  • Provide troubleshooting plans and technical solutions

  • Reproduce customer issues, find root cause

  • On-site support for complex cases

  • Proactively identify points of failure, and drive for resolution

  • Proactively drive support-related features development

  • Initiate Support-related Specs, improvements, utilities 

  • Document solutions, procedures, best known methods

  • Work with the Development team on issues requiring Code changes


  • Required education: Bachelor’s degree in computer science and / or engineering and/or other technical degree 

  • >3 years proven experience in complex product systems troubleshooting / support / development

  • Ability to multitask, prioritize, and manage time effectively

  • Willingness to work off hours and weekends

  • Team player with fantastic communication and collaboration skills

  • Excellent English – verbal and written

  • Willingness to travel up to 30%

  • Advantage: previous experience as IT engineer (networking, databases, OS, computing HW)

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