Technical Support Tier 3 - IL

Israel- Ramat-Gan · Full-time

About The Position

Elementor’s Tier 3 Technical Support is our expert-level support team, responsible for handling a variety of our customers’ most complex technical issues. It is the highest technical authority, and escalation point, and comprises a select team of individuals who maintain a close, up-to-date, expertise in Elementor’s technology, tools, infrastructure, code, and design.

The Tier 3 Technical Support Agent is highly skilled and proficient with different front & back-end technologies and is able to perform an in-depth analysis of complex and diverse technical issues and communicate the process in a clear and concise manner, in English.

Responsibilities

  • Handle escalated technical issues arriving from Tier 1 & 2
  • Conduct an in-depth analysis of different complex technical issues
  • Communicate complex technical issues to Elementor’s customers
  • Proactively engage with Elementor customers to enhance their customer experience and use of Elementor tools and services
  • Liaison with our R&D team about potential bugs and other critical issues, following a strict protocol and follow-up processes
  • Learn, implement and use advanced support tools, methodologies, and analytics
  • Use different communication tools to enhance customer experience and maintain high availability of our support function

Requirements

  • At least 2 years of experience as a Tier 2 technical support agent
  • At least 2 years of technical experience with Elementor
  • In-depth knowledge of WordPress, HTML and CSS
  • Extensive experience in using JavaScript, PHP, and other coding languages
  • Extensive experience with server-side issues
  • Experience with web development and inspection tools
  • WordPress theme/plugin development background - an advantage
  • Web Servers and web infrastructure - an advantage
  • Networking, system, Cloud services and hosting - an advantage
  • Ability to analyze and resolve complex technical problems
  • Ability to fluently communicate complex technical ideas in English, in writing
  • Ability to break down and guide through a technical process
  • Ability to work under pressure
  • Transparency, accountability, and the ability to work independently
  • Exceptional courtesy, patience and overall a “people’s person”

Apply for this position