Technical Support Engineer

Technical Support Engineer Fireberry is an end-to-end business management platform tailored for business specific needs. From marketing to sales to customer service, and more, Fireberry makes it easy for the entire business to work together. Each department is powerful on its own, but together they can be explosive. Fireberry was built from the ground up by developers who already knew back in 2011 that there had to be a better way to improve customer relations and decided to develop a software for every need aimed to keep customers delighted. After conquering the local market with more than 2000 satisfied Israeli customers from various industries, we are ready to go global. Are you up for the challenge? As a Technical Support Engineer in Fireberry you will.. • Respond promptly and professionally to customer inquiries via phone, email, or chat, providing technical support and troubleshooting assistance. • Work to meet and exceed internal and external SLAs • Identify and diagnose software issues, and guide customers through step-by-step resolutions. • Escalate complex technical issues to higher-level support teams when necessary, while ensuring proper documentation and follow-up. • Assist customers with product installations, configurations, and updates. • Collaborate with cross-functional teams, including developers and engineers, to address customer concerns and provide effective solutions. • Document and maintain records of customer interactions, inquiries, comments, and actions taken, utilizing the ticketing system. • Provide proactive customer education and self-help resources to reduce repetitive inquiries and improve customer satisfaction. • Collaborate with the Quality Assurance team to identify and report software bugs and usability issues. • Help develop and implement support methodologies, build workflows and define support operations • Gather customer feedback and share with QA, R&D, Engineering and Production teams. • Strive for best-in-class support experience and drive exceptional CSAT results • Stay up-to-date with product knowledge, industry trends, and technology advancements to provide accurate and efficient support. To be a Technical Support Engineer in Fireberry you need… • Minimum 1 year experience in technical support, in a SAAS company or related field. • Proficiency in troubleshooting and resolving software issues. • Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical individuals. • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. • Strong problem-solving and analytical skills with attention to detail. • Plus: Experience with ticketing systems and customer relationship management (CRM) software. • Native English speaker