On behalf of ComplianceTech Client #1, SD Solutions is looking for a talented Technical Support Engineer.
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
This position will bridge the gap between our Israel and U.S. teams, ensuring continuous ticket coverage and operational continuity across regions. The role is crucial for maintaining service quality during the overlap between Friday morning (Israel time) and late evening hours (U.S. time).
Responsibilities:
- Manage technical support tickets via Zendesk: classify, reproduce, troubleshoot, and escalate as needed.
- Provide timely, high-quality responses to internal and external users.
- Ensure smooth ticket handover between global regions and maintain clean communication threads.
- Collaborate with Product, R&D, and Application teams to analyze and resolve issues.
- Contribute to internal documentation and Knowledge Base maintenance.
- Monitor product health via logs and assist in incident triage when required.
Requirements:
- 2+ years of experience in a Technical Support Engineer or SaaS Support role.
- Strong understanding of Cloud Environments – experience with AWS, GCP, or Azure
- Hands-on experience with SQL, APIs (JSON), and log analysis.
- Experience with Zendesk, Jira, or similar tools.
- Advantage: scripting or automation background (Python or similar).
- Excellent English communication skills – written and verbal.
- Strong ownership, attention to detail, and ability to work independently.
Work Schedule
- Monday to Friday, 09:00–18:00 local time.
- Expected to coordinate closely with Support Engineers in Israel and the U.S. to ensure 24/5 global coverage.
- The role occasionally requires evening or late-night availability to align with U.S. working hours, especially during product releases, incidents, or cross-regional escalations. Flexibility in schedule is essential.
- Occasional night shifts
- Could be rare or periodic
- Startup-style flexibility expected.
About the company:
An AI-native enterprise platform for governance, risk, and compliance (GRC). The platform replaces traditional manual compliance processes with real-time monitoring, automated gap detection, and AI-driven remediation — covering audits, risk management, and control monitoring. Built for enterprise scale with 230+ system integrations and continuous data collection, it transforms compliance from a checkbox exercise into a strategic, data-driven function.
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Skills Required
- 2+ years of experience in a Technical Support Engineer or SaaS Support role
- Strong understanding of cloud environments, with experience in AWS, GCP, or Azure
- Hands-on experience with SQL, APIs, JSON, and log analysis
- Experience with Zendesk, Jira, or similar support tools
- Excellent written and verbal English communication skills
- Strong ownership, attention to detail, and ability to work independently
- Scripting or automation background, such as Python
- Flexibility for occasional evening or night shifts and cross-regional coordination
