Make your next career move with a Hetz portfolio company
Hetz Ventures
Hetz Ventures

Sr. Technical Support Engineer



IT, Customer Service
Tel Aviv-Yafo, Israel
Posted on Saturday, September 23, 2023

Velocity is a growing startup, for developers - by developers. By using Velocity, local changes made by the developer are being reflected on the remote existing Kubernetes environments, allowing a faster development and debugging experience without complex configurations. All this is done with an exceptional developer experience and ease of use.

Velocity is seeking a skilled and hands-on Sr. Technical Support Engineer to kickstart our new technical support function. As the Sr. Technical Support Engineer, you will be responsible for personally handling support requests and gradually building and training a team of technical support professionals dedicated to delivering exceptional support services to our valued customers. The ideal candidate will have a proven track record in technical support, effective communication abilities, and a genuine commitment to providing outstanding customer experiences.

What you will do:

  • Provide hands-on support to Velocity's customers, resolving their technical issues efficiently and effectively
  • Develop and implement streamlined technical support processes and protocols, ensuring consistency and efficiency in service delivery
  • Continuously analyze and assess technical support metrics to identify areas for improvement and implement effective solutions to enhance the quality and efficiency of our support services
  • Collaborate with other departments, including product management and customer success, to incorporate customer feedback into product development and refinement processes
  • Work closely with the engineering department to resolve customer escalations and prevent such in the future
  • Oversee day-to-day technical support operations, handle customer escalations, and ensure timely resolution of support tickets
  • Act as the voice of the customer and actively foster a strong sense of community within the support team
  • Drive the strategic planning and implementation of a vibrant and engaging support community for Velocity's customers, fostering a collaborative space where users can share knowledge, exchange best practices, and seek assistance from peers and experts alike

What you will bring with you:

  • 5+ years of experience in technical support within a software product company, with hands-on experience in resolving customer issues
  • Display exceptional leadership skills, exemplary communication capabilities, and strong interpersonal finesse
  • Demonstrate adept problem-solving and analytical aptitude
  • Familiarity with customer support tools such as Salesforce, Zendesk, or comparable platforms
  • Thrive in a fast-paced, dynamic work environment
  • Fluency in English is a mandatory requirement

Nice to have but not a must:

  • B.Sc. in Computer Science, Information Technology or a related field
  • Previous experience as a developer or DevOps engineer would be a significant advantage
  • Experience working in a containerized environment in development (Docker), and preferably with K8S
  • Experience in software development and development processes

If you are a motivated and experienced Senior Technical Support Engineer with a passion for hands-on support and building global support teams, we invite you to apply for this exciting opportunity at Velocity.