We are a growing startup developing an AI-powered system that helps lifeguards detect emergencies in real time, revolutionizing water safety worldwide. We are seeking a Technical Support Expert (Tier 2) to join our dynamic team.
Responsibilities:
● Manage customer inquiries with professionalism, ensuring adherence to SLAs and maintaining high customer satisfaction.
● Take full ownership of complex cases, collaborating effectively with internal teams such as R&D, Product, and Operations for timely resolution.
● Diagnose and troubleshoot technical issues, perform root cause analysis (RCA), and deliver effective solutions in a Linux-based environment.
● Communicate clearly and empathetically with customers through the ticketing system, online meetings, and email.
● Document resolutions and best practices, contributing to the continuous improvement of the internal knowledge base.
● Minimum of 3 years of hands-on experience as a Support Expert in Tier 2 level, including issue triage, in-depth troubleshooting, escalation management, and resolution of complex technical problems.
● Proven experience working with server operating systems (Linux: Ubuntu, CentOS, Debian, etc.), Including installation, configuration troubleshooting, and performance optimization.
● Ability to work independently and as part of a team.
● Full proficiency in English.
● Experience in global customer-facing roles.
● Willingness to work on-call (Weekends - once every 2 months or so).
● Strong problem solving and analytical skills.
● Experience with network security technologies (firewalls) - Advantage.
● Experience running Linux BASH Commands - Advantage.
Top Skills
What We Do
Founded in 2010, Gini-Apps is an israeli tech company specializing in web and mobile applications, as well as outsourcing and R&D talent placement services. Every day, our team shows up with one clear mission: to build digital products people genuinely love to use and also to empower companies with the skilled professionals they need to grow.
Millions of people use our apps every day.
Transforming any digital into elegant, practical and revenue-driving tech solutions is our secret power
From concept to launch and beyond, every product we create strives to achieve two goals:
We want users to love it, and we want you to generate revenue from day one.
Co-Founders
Shay Somech | CEO
Mobile, Desktop and web developer for the last 20+ years with a background of IDF airforce electronic engineering on F15 aircraft.
Massive app user, familiar with many apps & technologies worldwide.
Early adapter for technological products and gadgets.
Tamir Avrahamov | CTO
Mobile strategy & technology advisor for startups and enterprises, strong hands-on and architectural vision.
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