Position Details

Type Not Specified

Experience senior

Exp. Years 10+ years

Category IT Support & Helpdesk

About this role

Senior Technical Support Engineer Tier 3 in Tel Aviv, handling deep technical investigations and liaising with R&D to drive product improvements and reduce ticket volume.

Key Responsibilities

Root cause analysis
Escalation management
Collaborate with R&D and PM
Mentor Tier 2 teams
Develop troubleshooting tooling

Technical Overview

Hands-on with Salesforce admin, SQL, APIs, monitoring tools (Coralogix, Datadog), and databases (PostgreSQL, MongoDB). Collaborates with R&D to address root causes and tooling gaps.

Ideal Candidate

The ideal candidate is a senior technical support engineer with 10+ years of B2B experience, strong Salesforce administration, API and SQL scripting capability, and a track record of mentoring teams and resolving escalated issues with SLAs.

Must-Have Skills

10+ years of B2B technical support experienceProficient in escalation/incident management and SLAsWeb application troubleshootingAbility to read code and write occasional scriptsHands-on with Salesforce administrationSQL scripting and practical experience with APIsFamiliarity with CoralogixDatadogExperience with Elastic-KibanaPostgreSQLor MongoDBAbility to align with R&D and drive recurring improvement

Nice-to-Have Skills

Mentoring and enabling support teamsExperience with Gong is a strong plus

Tools & Platforms

SalesforceCoralogixDatadogElastic / KibanaPostgreSQLMongoDB

Required Skills

['Salesforce''SQL scripting''APIs''Coralogix''Datadog''Elastic-Kibana''PostgreSQL''MongoDB''web application troubleshooting''Scripting']

Hard Skills

SalesforceSQL scriptingAPIsCoralogixDatadogElastic-KibanaPostgreSQLMongoDBreading codescripting

Soft Skills

ownershipindependenceproactivementoringcommunication

Industry & Role

Industry SaaS

Job Function Resolve complex customer issues and drive continuous improvement in Gong's Tier 3 support function

Role Subtype Technical Support Specialist

Tech Domains Salesforce, SQL / PostgreSQL, Datadog, Coralogix, PostgreSQL

Keywords for Your Resume

senior technical support engineertier 3technical supportsalesforcesql scriptingapiscoralogixdatadogelastic kibanapostgresqlmongodbweb application troubleshootingread codescriptingincident managementslab2bon-sitetel avivhybrid

Deal Breakers

Less than 10 years of B2B tech support experience, No Salesforce administration experience, unwilling to work hybrid in Tel Aviv

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Sr. Technical Support Engineer, Tier 3

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