Tier 2 support Team Leader


eToro is 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.


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.

Israel office