Technical Support Engineer

Tel Aviv, Israel

Aquant is taking off like a rocket ship — join us for the ride! We’re looking for passionate problem-solvers to join our venture-backed technology company for our next phase of rapid growth. Our artificial intelligence platform is transforming the way our clients build relationships with their customers. Come work with the world’s biggest companies to solve complex customer service problems!

The Technical Support Engineer role is the first point of technical support for Aquant’s end users, Partners, as well as internal teams (e.g. Customer Success, Sales, etc.). You will take ownership of all tickets assigned to the Support queue in Zendesk. You will be required to deliver in-depth technical support and strive to deliver a high level of resolution. You will use all available knowledge tools, resources and ticketing system to meet the defined SLAs. You will be required to quickly diagnose and triage issues, resolve incidents and/or liaise closely with Aquant’s R&D team. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

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Responsibilities

  • Provide technical support to customers, partners and internal employees
  • Identify, organize and prioritize multiple support requests at the same time
  • Manage support tickets to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
  • Conduct root-cause analysis for technical issues and find workarounds and solutions
  • Collaborate with our Customer Success Team, prepare and analyze reports on customer satisfaction of products, services, and processes
  • Follow-up with customers on outstanding issues
  • Track and report status of support tickets and customer cases

The Ideal Candidate

  • Bachelor’s Degree in Computer Science or related field
  • At least 1-3 years of work experience in a customer-facing company as a Technical Support Engineer or IT Support Engineer
  • Experience with the Salesforce platform
  • Experience with CRM and SQL
  • Experience with Zendesk or similar ticketing systems
  • Ability to diagnose and troubleshoot technical issues
  • Excellent English verbal and written communication skills with the ability to relate technical concepts to clients with varying technical backgrounds
  • Proactive, fast-learner and comfortable working in a fast-paced and dynamic environment with the ability to quickly resolve technical challenges
  • Social and team-oriented personality with strong collaboration skills focused on commitment to quality and success

Let's talk about solving your complex business challenges with AI.

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