Technical Support Specialist

Who are we:

Gloat helps organizations harness the hidden potential of their employees. And by matching people to internal projects, learning, and career opportunities, we enable employees to take charge of their careers.

As leaders rethink the modern workforce, we empower them to put employees and employers in the position to achieve anything. The world’s first internal talent marketplace is how we deliver on this promise. Our state-of-the-art AI platform provides mission-critical visibility, insight, and organizational agility.

By reinventing how work gets done, Gloat is disrupting the HR-Tech industry and enabling the most innovative enterprises to build future-ready workforces.

What our life looks like:

We are a fast-growing, dynamic startup with offices in Tel Aviv, New York, London, Singapore, and Melbourne, as well as a fleet of remote workers all around the globe. We value collaboration and innovative thinking, and we're always looking for bright, driven, and all-around awesome people to join the fun and grow with us (since we use our own product, every Gloater is highly incentivized to learn and evolve)

Who we’re looking for:

• G - get it done
• L - look beyond the status quo
• O - own it
• A - adapt and evolve
• T - tear down silos
• E - empower our customers
• R - rely on each other

The Job:

The Technical Support Specialist is a fast-paced role that will have you multitasking across systems and applications while analyzing and investigating a variety of complex technical issues. The role is integral to our goal of achieving service excellence and will have you interacting directly with one of our most important stakeholders—our customers.

• A passion for customer excellence and providing world-class service
• At least 3 years experience in Technical Support or a position of similar nature in a SAAS organization
• Strong technical troubleshooting skills and problem solving capabilities
• Ability to understand the customer’s business priorities and how issues impact them
• Experience investigating through logging tools such as Kibana
• Proven understanding of integrations and APIs and ability to investigate related issues
• Excellent written and verbal communication skills
• Experience in directly supporting enterprise-level customers
• Ability and desire to increase knowledge of products and technologies
• Ability to work independently as well as with others in a global team environment
• Experience working in a startup - advantage
• Experience in the HRTech domain - advantage

• Respond to customer and end-user inquiries and technical problems through ticketing and chat systems
• Provide superior service while exceeding SLAs
• Address customer technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge
• Document all technical inquiries and issues
• Work directly with other global support colleagues as well as other functions such as CSMs, TAMs, and R&D to provide fast resolution to customer issues based on customer needs
• Work directly with R&D teams to investigate issues
• Formalize and write content for knowledge sharing for both internal purposes and customer-facing platforms
• Become the subject matter expert for an assigned product domain and own the creation of internal-facing training and troubleshooting materials associated with said domain