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Technical Support Specialist

Technical Support Specialist at BeamUP, Tel Aviv. SaaS startup.
BeamUP
On-Site
Israel
Undisclosed salary
Job Description
BeamUP, trusted by Fortune 10 companies and global enterprises, is seeking a Technical Support Specialist to join their dynamic team in Tel Aviv. BeamUP delivers AI-powered autonomous data agents that analyze both structured and unstructured supply chain data. This role is pivotal in providing first-line and second-line technical support, ensuring smooth platform operation, managing escalations, and collaborating cross-functionally to improve user experience and operational performance. The ideal candidate is hands-on, technically savvy and a process oriented mindset.

Role involves:
  • Providing Tier 1 and 2 technical support for customers.
  • Managing internal support issues for internal tools, software, and services.
  • Managing user tickets, summarizing sessions/issues, and resolving platform bugs promptly.
  • Monitoring production incidents and errors.
  • Investigating and escalating complex issues to R&D/Product teams.
  • Assisting in onboarding new customers.
  • Supporting new features releases with training and technical guidance.
  • Collaborating with product and engineering teams to relay user feedback.
  • Analyzing recurring issues and recommending process or product improvements.
  • Generating and maintaining operational reports.
  • Creating and maintaining support documentation, FAQs, and knowledge base articles.

Requirements:
  • 3+ years of experience in a technical support or customer-facing technical role in a SaaS startup environment.
  • Experience with Intercom, Jira or similar ticketing system.
  • Strong troubleshooting skills in cloud-based systems, APIs, and browser/network debugging.
  • SQL / Python (an advantage).
  • Proficiency with BI tools and reporting.
  • Fluent spoken and written English and excellent communication skills.
  • Customer-focused mindset with patience, empathy, and a problem-solving attitude.

Role offers:
  • Opportunity to work with AI-powered autonomous data agents.
  • Chance to collaborate with cross-functional teams.
  • Be part of a company that values equal employment opportunities.
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BeamUP

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