Tier 2 support Team Leader

We are seeking a full time Tier 2 Team-lead to lead and own the technical issues of our large customers community.
Tier 2 team is  meant to provide fast troubleshooting to critical rising issues as well as resolution .
Tir 2 team Lead will serve as an escalation point for all customer service issues.
Responsibilities Include  
– Act as a gate to other Cloud groups by providing professional analysis and support
– Work with and operate various monitoring and control systems
– Maintain communication with clients and different elements
– Perform system analysis by using well defined tools sets
– Ability to assess and prioritize faults, and respond or escalate accordingly
– Ability to work effectively under pressure while balancing multiple priorities
– Ensure processes and resources are aligned towards achieving committed SLAs and KPIs.
 
 
Position Requirements:
Important Skills
– Strong communication skills
-Ability to merge user experience and technical operation
– Ability to work in a team and good rapport with others
– Strong multitasking capabilities
– Ability to independently learn
-Analytical mind and problem-solving attitude
Required Professional Experience
– At least two years experience in technical support position (preferably Tier 2/3 in a SaaS platform)
 – Good Knowledge of SQL.
– NOC /QA / Dev  knowledge and experience – advantage
– Leadership experience with technical knowledge.
– Experience providing service and communicating with a large scale customer base
– Experience in troubleshooting and technical analysis
– Experience in web systems and fintech products – advantage
– “Level 2” former experience from IDF – Huge advantage
 
Relevant Education:
BA or BSc degree in a relevant field – Computer Science, Networking, Industrial Engineering or Exact Sciences.