Tier 1 Technical Support Engineer

We're Hiring: Tier 1 Technical Support Engineer

Join a growing global technology team as a Tier 1 Technical Support Engineer. We're looking for a customer-focused and technically driven professional who will serve as the first point of contact for client support requests. In this role, you'll troubleshoot technical issues, provide timely resolutions, and collaborate with Tier 2 Support to ensure an exceptional customer experience.

Key Responsibilities:

• Serve as the first point of contact for incoming customer support requests via chat, email, and ticketing systems
• Troubleshoot and resolve common technical issues related to connectivity, system configuration, networking, and general system behavior
• Provide technical support while maintaining excellent customer service and professionalism
• Respond to support tickets and customer inquiries within established SLA requirements
• Document troubleshooting steps, issue resolutions, and contribute to internal knowledge base articles
• Escalate complex or unresolved issues to Tier 2 Support after completing initial troubleshooting
• Collaborate with Tier 2 engineers to ensure smooth handovers and continuous knowledge sharing
• Perform basic system administration and networking-related tasks
• Monitor and update customer cases using CRM or ticketing platforms
• Identify opportunities to improve support processes and overall team efficiency

Requirements:

• 1–2 years of experience in Technical Support, IT Helpdesk, NOC, or a similar IT support role
• Basic understanding of networking concepts and system administration
• Experience using Salesforce or other CRM/ticketing platforms
• Familiarity with Linux operating systems and Command Line Interface (CLI)
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Customer-focused mindset with the ability to remain calm under pressure
• Willingness to work during Israel business hours and participate in an on-call rotation if required
• Preferred Qualifications:
• Exposure to cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP)
• Progress toward or completion of CCNA, CompTIA, or similar IT certifications
• Experience supporting maritime technologies, remote systems, or related industries

Preferred Qualifications:

• Exposure to cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP)
• Progress toward or completion of CCNA, CompTIA, or similar IT certifications
• Experience supporting maritime technologies, remote systems, or related industries
• Experience supporting or interfacing with Singaporean clients or stakeholders, particularly within the maritime, logistics, or shipping industries, is highly advantageous

Work Setup:

• 100% Work From Home
• Full-Time Position
• Working hours may follow Singapore or Israel business hours, depending on the client's requirements
  

Salary:

• USD 7 per hour