abra professional services is seeking Technical Support Specialist to provide top-tier support to customers worldwide via email, Zendesk ticketing system, and phone calls.
In this role, you will handle complex technical issues, analyze logs, and develop a deep understanding of SaaS workflows. The position requires strong analytical skills to perform Root Cause Analysis (RCA), deliver creative solutions, and clearly communicate technical explanations in English — including guiding users in cases of incorrect usage.
עיקרי התפקיד
Ticket Management:
Manage support tickets using Zendesk, ensuring full documentation and adherence to SLA (Service Level Agreement).
Technical Troubleshooting:
Analyze log files and use tools such as Elasticsearch, Kibana, or similar platforms to identify and resolve issues.
Root Cause Analysis:
Diagnose whether issues stem from system bugs or user errors, including proper documentation in bug tracking systems.
Collaboration with R&D:
Open and manage bugs in Azure DevOps, including attaching logs, screenshots, and detailed technical information.
דרישות
Full professional proficiency in English (written and spoken) – mandatory
Previous experience in Technical Support / NOC / Helpdesk – mandatory
Familiarity with bug tracking systems such as Azure DevOps or similar – mandatory
Experience reading logs and understanding common protocols (HTTP, APIs, JSON) – mandatory
Familiarity with SaaS systems and integration processes – mandatory
Strong customer service mindset, patience, and the ability to explain technical concepts to non-technical users – mandatory