Tier 2 Technical Support Engineer
Yotpo
If you're into online shopping (who isn't these days?), chances are you've crossed paths with Yotpo. We're all about eCommerce retention—helping brands of every size turn one-time shoppers into lifelong customers.
Think loyalty programs, SMS and email marketing, and reviews—it's what we do best. Plus, we've got more tricks up our sleeve.
With teams spread across the globe—from the US and Canada to the UK, Israel, Bulgaria, and Australia—we're growing fast. Our main mission? Delivering cutting-edge technology that sets new standards in the industry.
Sounds exciting? Then read on, because we’re looking for curious professional talents to be a part of building the future of the e-commerce industry.
Currently we are looking for а tech-oriented Tier 2 Support Engineer - a strong team player, someone that likes to investigate, and pass their knowledge. If you are an individual who thrives in a fast paced environment, takes ownership, is tech-savvy and loves client interactions - we’re waiting to hear from you!
Tier 2 is handling escalated inquiries from our global Tier 1 team and are conducting troubleshooting to provide solutions or escalate to our R&D department. This role requires knowledge of web technologies (HTML, CSS, Javascript), SQL. Tier 2 are responsible for training and knowledge writing for our global Tier 1 agents.
What you'll do:
- Operate on team schedule: Mon-Fri, on a weekly rotation basis with shifts 9:00-18:00 and 13:00-22:00.
- Handle Tier 2 cases quickly and efficiently
- Create and update knowledge base articles used by Tier 1 agents
- Conduct training sessions for Tier 1 agents
- Act as a focal point for communication with the R&D and product teams
- Act as a knowledge focal point within support
- Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them
What you need:
- Fluent level of English - a MUST
- 2+ years of experience in Technical Support
- Strong analytical and troubleshooting capabilities
- Experience with SQL and web technologies such as CSS, HTML, Javascript
- Knowledge of API - an advantage
- Ability to communicate effectively with customers via email, chat or via web conferencing calls
- Ability to handle and escalate issues following internal procedures
What we offer:
- Track to success - work in a dynamic organization with ambient and laid-back office atmosphere
- Individualized career development, rewards and recognition.
- Work-life balance - 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
- Additional health insurance package
- Internal mobility program and refer-a-friend program
- Managing a fixed monthly budget for social benefits thru Re:Benefit - a flexible online benefits solution
- Food vouchers – monthly
- E-learning portals and knowledge sharing sessions.
- Company backed Hackathons, Tech conferences, workshops events, etc
- Stocked kitchen and bar.
- Equity in options.
#LI-Hybrid