Open Positions
L3 SW Escalation engineer
About The Position
Cust2Mate is a global leader in smart-cart platforms, transforming in-store shopping through digitalization and personalization. Our award-winning Smart Carts, trusted by leading grocery chains, elevate the customer experience, optimize store operations, and bridge online and physical retail. Driven by strong market demand, recent major funding, and an expert team, we are rapidly expanding, advancing our technology, and accelerating global growth with top retailers. We are looking for talented and motivated individuals to join us and be a part of this fascinating journey.
Key Responsibilities
· Provide 1st – 2nd level technical software application support and resolve customer cases.
· Diagnose and solve technical issues at 1st – 2nd level and where needed, escalate to internal development, Hardware teams or external vendors as required.
· Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts.
· Communicate customer hot-fix to production environment
· Help L2 / Customers solve technical issues by providing solutions
· Provide troubleshooting and verify configuration stability
· Work closely with other Systems Analysts, Developers, Testers, 3rd level support and Project Managers to improve customer satisfaction.
· Work with 3rd parties, such as hardware support teams, partners, etc.
· Ensure knowledge transfer via documentation and hands on training to other teams including 1st and 2nd level teams
· Proactively provide daily & weekly supports status. Be able to pinpoint the areas we need to be better and share options to do so.
· Proactively provide a full picture of the overall support situation and be able to push the relevant teams
· Familiar with the customers SLA. Monitor the daily\weekly support status and act accordingly to make sure we’re on track.
Requirements
· A minimum of 3 -5 years in a senior software support role is required, providing support to the Retail industry (highly desirable)
· Strong technical background
· Writing SQL queries (nice to have).
· Strong customer facing and communication (written and verbal) skills.
· The ability to work with remote teams including after hours and weekends where required.
· The ability to work on P1 incidents after hours and weekends where required.
· Previous experience in software Support (Mandatory) and providing support to the Retail industry (highly desirable).
· Previous experience working with Microsoft Technologies: Microsoft SQL, Microsoft Servers, Microsoft Office and Virtual servers.
· Experience working with Service management systems.
· Managerial abilities of managing a team.
· Self-time management.
· Responsible.
· Independent.
· Team player.
· Quick and self-learner.
· High level of English, verbal and in writing.
What We Offer
- Making an impact in a growing, successful company
- A dynamic learning environment
- Competitive salary & benefits
- Located in Tel Aviv, walking distance from the train station
