Support Engineer

Herzliya, Israel

Ever been shopping online and felt that you were misled to another site? Have you ever felt that your personal information was misused or shared without your consent? The Namogoo platform gives back control of the customers’ journey by uncovering and preventing all the hidden factors interacting with e-commerce visitors and ensuring their experience is exactly as they intended. Namogoo is trusted by more than 100 leading brands, including Asics, Argos, Samsonite, Office Depot, and Teva to provide a safe and healthy journey for their millions of customers.

 

Namogoo has been announced by Dun & Bradstreet as one of the top three Best Israeli Startups to Work For in 2020 for a second year straight!



Namogoo is looking for a Support Engineer (Tier 2) to be the primary point of contact for all Namogoo customers requiring technical support for Namogoo solutions. We are looking for a technically proficient, organized, and customer-centric individual to join our growing Support organization.

About You

  • 2+ years of experience in a technical support/ engineering role (B2B SaaS preferred).
  • Must have an established understanding of Javascript and basic web development knowledge (implementing tags, troubleshooting deployment errors).
  • Ability to multitask, prioritize and manage time effectively.
  • Strong communicator- fluent in both spoken and written English.
  • Excellent problem solving, organizational, and analytical skills.
  • Strategic thinker with strong execution skills.
  • Passion to deliver excellent end-to-end customer experiences.
  • Able to operate in fast paced, dynamic environments.
  • Open to working in shifts to address both EMEA and NA markets.

What You'll Do

  • Provide real-time support to the world’s leading ecommerce brands and internal teams that manage the customer relationship.
  • Triage, diagnose, and resolve technical issues in a timely manner.
  • Provide excellent documentation (e.g. steps to reproduce) for support tickets.
  • Handle support requests from a variety of different channels (Salesforce, Jira, Internal, Online Communities, Slack).
  • Collaborate with R&D and Product to provide issue resolutions, workarounds, and implement product features or support tools.
  • Ramp up and support newly launched solution Working hours Monday - Friday Morning shift or evening shift (EU or US EST business hours).

Our Culture

Since the company was founded in 2014, we have established good relationships with customers from all over the world and realized a win-win result. Our company and all the staff are committed to providing better value and services to fulfill the needs of each and every customer. We persist in the  value of “Collaboration, Excellence, Trust and Passion” and “Customer First” all the time. That is our momentum of going forward and the key to success. When it comes to our success, it is all about people, people, people! 

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