Tier 2 Technical Support Engineer

<div class="content-intro"><p>Yotpo is leading the next era of trust and loyalty in eCommerce. With AI-powered Reviews and Loyalty solutions, we help brands turn browsers into customers and customers into advocates. Through deep integrations across the eCommerce ecosystem and the trust of over 30,000 global brands, Yotpo delivers seamless omnichannel experiences that increase conversion, strengthen customer relationships, and drive profitable, long-term growth.</p></div><div class="content-intro"> <p>Yotpo is leading the next era of trust and loyalty in eCommerce. With AI-powered Reviews and Loyalty solutions, we help brands turn browsers into customers and customers into advocates. Through deep integrations across the eCommerce ecosystem and the trust of over 30,000 global brands, Yotpo delivers seamless omnichannel experiences that increase conversion, strengthen customer relationships, and drive profitable, long-term growth.</p> </div> <p>Yotpo helps brands turn first-time shoppers into lifelong customers through reviews and loyalty.</p> <p>We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.</p> <p>You can hear all about it in our latest <a href="http://warehouse.yotpo.com/wp-content/uploads/2023/06/Full-vid-smaller-size.mp4">brand video</a>.</p> <p>Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest.</p> <h3><strong>About the Role</strong></h3> <p>We’re looking for a Tier 2 Technical Support Engineer to join our global support organization. In this role, you’ll handle complex technical issues, act as a key escalation point for the support team, and work closely with Product and R&amp;D to identify root causes and drive long-term solutions.</p> <p>This role goes beyond resolving tickets. We’re looking for someone who brings strong ownership, sound judgment, and the ability to create clarity in complex situations. You’ll help identify systemic issues, improve support operations, and contribute to the growth of the wider team through knowledge sharing, mentoring and guidance, and cross-functional collaboration.</p> <h3><strong>What You’ll Do</strong></h3> <ul> <li>Investigate and resolve complex technical issues escalated from Tier 1 and internal teams&nbsp;</li> <li>Troubleshoot across product components, APIs, integrations, and platform behavior</li> <li>Serve as the technical escalation point for high-impact customer cases</li> <li>Partner with Product and R&amp;D to diagnose root causes and drive fixes</li> <li>Identify recurring issues and lead efforts to implement long-term solutions</li> <li>Analyze support trends and recommend product or process improvements</li> <li>Improve support workflows and operational efficiency</li> <li>Mentor and support Tier 1 and Tier 2 engineers through technical guidance, knowledge sharing, and day-to-day professional support&nbsp;</li> <li>Communicate customer pain points and technical insights to cross-functional teams</li> <li>Take initiative in driving support-related process improvements and operational excellence</li> </ul> <h3><strong>What We’re Looking For</strong></h3> <ul> <li>2+ years of B2B technical support experience</li> <li>Experience supporting complex SaaS platforms</li> <li>Strong troubleshooting and analytical skills</li> <li>Ability to quickly understand and navigate complex systems</li> <li>Excellent English communication skills</li> <li>A proactive, ownership-driven mindset</li> <li>Strong collaboration skills when working with Product, R&amp;D, and cross-functional teams</li> <li>Strong sense of ownership and accountability</li> <li>Strong communication and stakeholder management skills</li> </ul> <p><strong>Nice to Have</strong></p> <ul> <li>Experience leading internal initiatives or improving team processes</li> <li>Experience delivering training or mentoring peers</li> <li>Exposure to incident coordination or handling high-severity customer escalations</li> <li>Demonstrated interest in helping others grow and improving team effectiveness</li> </ul> <p>&nbsp;</p> <p><strong>Technical Skills</strong></p> <ul> <li>HTML &amp; CSS (required)</li> <li>SQL (required)</li> <li>JavaScript (advantage)</li> <li>APIs