Overview

We’re looking for a Technical Support Engineer (Tier 3, Dev focused) to join our team full-time, on-site at our offices.

This role is ideal for someone with strong technical support experience and a hands-on coding background who’s ready to take the next step toward development. You’ll investigate and resolve our most complex customer issues, but you won’t stop at workarounds – you’ll dig into the codebase, submit PRs, and ship real fixes.

If you thrive on solving hard problems, love learning how systems work under the hood, and want a role where support and development go hand in hand, this is the role for you.

Responsibilities:
– Investigate complex technical issues and identify root causes.
– Hands-on fixes: Contribute directly to the codebase by submitting Pull Requests and fixing bugs.
– Manage escalated support cases end-to-end, including providing primarily email-based support in Hebrew.
– Implement voice and text AI agents.
– Collaborate closely with R&D to escalate and resolve issues.
– Create and maintain internal documentation and knowledge base articles.
– Deliver technical training to other teams and support cross-functional projects.

Requirements:
– Hands-on coding: A proven ability to read, debug, and write code in JavaScript/React.
– Strong problem-solving skills and a “hacker” mindset: You love taking things apart to see how they work, and you’re not afraid to jump into a complex, unfamiliar codebase.
– Experience in a technical field or a strong technical background (e.g., CS degree, bootcamp, military tech unit, or equivalent hands-on experience).
– Professional-level competence in both Hebrew and English (primarily written).
– Comfortable with ambiguity: you take initiative, communicate clearly, and work well with autonomy.

Nice to have:
– Proven experience in a Tier 3 or senior technical support role.
– Experience contributing to a production codebase in a professional setting (PRs, code reviews, bug fixes).
– Familiarity with SaaS platforms, messaging/communication tools, or contact center technologies.
– Exposure to AI/NLP concepts or experience working with conversational AI agents.

Tell them you heard about the position from Nefesh B’Nefesh.

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