Technical Support Engineer

Fireberry is an end-to-end business management platform tailored to your business-specific needs.

From marketing to sales to customer service, and more, Fireberry makes it easy for your entire business to work together.

Each department is powerful on its own, but together they can be explosive.

Fireberry was built from the ground up by developers who, back in 2011, knew there had to be a better way to improve customer relations and decided to develop software for every need aimed at keeping customers delighted.

After conquering the local market with more than 2,000 satisfied Israeli customers from various industries, we are ready to go global.

Are you up for the challenge?

About the role:

As a Technical Support Engineer at Fireberry, you will help customers get the most out of our CRM platform by troubleshooting technical issues, providing effective solutions, and collaborating with our QA, R&D, and Product teams to continuously improve the customer experience.

What you’ll do:

• Respond promptly and professionally to customer inquiries via email  providing technical support and troubleshooting assistance.
• Work to meet and exceed internal and external SLAs
• Identify and diagnose software issues, and guide customers through step-by-step resolutions.
• Escalate complex technical issues to higher-level support teams when necessary, ensuring proper documentation and follow-up.
• Collaborate with cross-functional teams, including developers and engineers, to address customer concerns and provide effective solutions.
• Document and maintain records of customer interactions, inquiries, comments, and actions taken, utilizing the ticketing system.
• Collaborate with the Quality Assurance team to identify and report software bugs and usability issues.
• Gather customer feedback and share it with QA, R&D, Engineering, and Production teams.
• Stay up-to-date with product knowledge, industry trends, and technology advancements to provide accurate and efficient support.

What you bring:

• Must be an engineer, graduate with a degree in Industrial Engineering and Management
• Minimum 1 year of experience in technical support, in a SaaS company or related field.
• Understanding of information systems
• Proficiency in troubleshooting and resolving software issues.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical individuals.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving and analytical skills with attention to detail.