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We are looking for a Support Engineer with a technical approach to deliver the highest level of support to our users. We are looking for a candidate with strong interpersonal skills, that can act as a the voice of the user internally, in addition to collaborating with various teams such as Customer Success and Solutions Architects to maintain a high-level of satisfaction amongst our users!

Responsibilities:

• Build strong relationships with customers to improve CSAT.
• Meet the SLA's and KPI's as defined in the service contracts
• Lead and conduct Continuous Improvement processes through analysis of issues coming from the field.
• Acting as a technical lead for other Support Engineers as part of providing close support to Enterprise customers
• Help customers to plan public transportation networks using Optibus products
• Provide answers to customers by identifying problems, researching answers, guiding customers through corrective steps
• Work closely with the Customer Success, Product and R&D teams to resolve customer issues

Requirements:

• 5 years of experience in support or other technical customer facing roles
• Tech-savvy with a deep knowledge of customer support tools
• Fluent English speaker
• Experience in SaaS deployment and integration
• Experience with providing high level of support to Enterprise customers
• Interpersonal skills – verbal and written communication skills, in addition to strong interpersonal skills.
• Experience running and maintaining a 24x7 production environment
• Experience with support procedures and methodologies
• Analytical and troubleshooting skills
• Advantage - Proven knowledge in writing code (Python - preferred)
• Additional language skills (French, Italian, German, Spanish) - huge advantage

About Optibus:

Optibus is passionate about the future of mass transportation – we want more people to use it, and we believe it should take center stage as the world of mobility changes around us.

Our vision is to be the technology engine behind better and more efficient means of mass transit, making it the first choice for passengers and cities alike. Our technology is at the center of making this happen, with a unique combination of AI and optimization algorithms, since better scheduling and operations make for better mass transit service, for all. We’re a well-funded startup whose product is deployed at more than 1,800 cities worldwide, and we are quickly becoming a leader in the space – and our culture reflects this: we like fun and super smart people, and we’re pretty serious about making mass transportation radically better. We are headquartered in Tel Aviv and have offices open across EMEA, North America, LATAM & APAC.

Optibus.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.