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Tier 3 Technical Support

summary

Xsites is a company with an engineering culture that embraces cutting edge technologies, performance and clean code for our highly scalable CRM systems that support a variety of users. We work in small teams, follow agile work methods and use continuous integration and continuous delivery methodologies to run quickly while maintaining the high quality of our product. If you are a Tier 3 Technical Support Manager with experience in the field, passion and motivation, we are looking for you.

Xsites is looking for a tier 3 technical support engineer to join our R&D team in Tel Aviv. As a tier 3 you will handle escalations while working closely with developers and QA teams. As our product is a SaaS CRM you should be comfortable with debugging and solving issues relating to web technologies – checking server logs, querying databases (MySQL), recreating scenarios in order to reproduce bugs and help create internal documentation.

 

What You’ll Do

  • Provide support, mentorship and guidance to Tier 1 support personnel
  • Maintain or add to Best Practices documentation for internal and external clients
  • Collaborate with 3rd party services in order to solve issues
  • Maintain a low rate of non-bug escalations to the development team
  • Develop, structure and maintain Work procedures with various departments such as R&D

Who You Are

  • 1-2 years of experience as Tier 3 (or equivalent) – MUST
  • Basic proficiency in Linux in order to find and read server logs- MUST
  • Comfortable querying MYSQL databases- MUST
  • Experience utilizing debugging tools to analyze problems and identify solutions- MUST
  • High level of written and spoken English – MUST
  • Technical ability and curiosity to learn
  • Ability to learn new subjects independently – being an autodidact – BIG Advantage
  • Troubleshoot issues with API, JSON, HTML, CSS, JavaScript – Advantage
  • Ability to logically troubleshoot software issues to determine the root cause and present suggested work-arounds and solutions

 

Who We Are
Xsites is a boutique programming power house located in the center of Tel Aviv

Approach!?
We value diverse perspectives and believe this translates into stronger products and a better workplace

Environment…
We have an open, casual, fun and upbeat environment where you are given a lot of responsibility and the freedom to make a huge impact

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