Technical Support Engineer (L2/L3)

Mwdn; Lisboa; Vor Ort; EUR 52.000 - 95.000; Vollzeit

Benefits dieser Stelle

29 days PTO

10 paid recovery days

Free English classes

Dedicated HR support

Full legal and financial support for w

Zusammenfassung

MWDN is seeking a seasoned Tier 2/3 Technical Support engineer for Cloud SaaS products. You will engage directly with enterprise customers, troubleshoot REST APIs and distributed systems, and work with AWS/Azure/GCP environments to maintain service reliability.

This role emphasizes strong English communication, fast learning, and collaboration with Engineering, Product, Cyber, and other teams. As part of our cybersecurity-focused client ecosystem backed by Check Point, you will contribute to

Qualifikationen

• 5+ years experience in Tier 2/3 Technical Support for Cloud SaaS.
• Experience with enterprise (B2B) customers in a technical support role.
• Hands-on troubleshooting of REST APIs, SaaS platforms, and distributed systems.
• Experience with public cloud platforms (AWS, Azure, GCP).
• Scripting in Bash and/or Python.
• Excellent spoken and written English.
• Experience using AI in daily workflows.
• Strong troubleshooting, analytical and diagnostic skills.

Aufgaben

• Respond to support tickets and escalations within SLA.
• Troubleshoot REST APIs, SaaS platforms, and distributed systems.
• Collaborate with Engineering, Product, Cyber, and cross-functional teams.
• Lead technical investigations and drive issues to resolution.
• Explain technical concepts clearly to customers.

Kenntnisse

REST APIs

SaaS platforms

Public cloud (AWS/Azure/GCP)

Bash / Python scripting

English proficiency

AI in workflows

Troubleshooting

Customer communication

Multitasking / fast learner

Team collaboration

Tools

Salesforce

Jira / Confluence

Kubernetes

Elasticsearch

Git

Jobbeschreibung

MWDN is a global IT outstaffing company with 23+ years of experience that connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We offer opportunities to work on international products in a stable and professional environment.

Here’s what you can expect when you join MWDN:

• Security: We carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.
• Career support: If a project isn’t the right fit, we support you and actively help find new opportunities that match your skills and career goals.
• Legal assistance: We provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.
• Professional development: We offer English courses and professional growth opportunities, as well as team-building events.

Why choose us? MWDN is ranked among the top 5 IT employers in our region according to DOU. We take pride in our transparency and strong commitment to our team. Curious to learn more? See what our employees say about working with us onDOU .

• Domain: Computer and network security
• Location: Israel
• Company size: 51-200 employees
• Founded in: 2009

Are you ready to join an innovative force in cybersecurity backed by one of the industry's biggest names? Our client, recentlyacquired by Check Point for $200 million, is on a mission to transform external risk management.

Imagine being part of a team that uses cutting-edge technology to protect businesses from the most dangerous cyber threats out there—monitoring the dark web, pinpointing vulnerabilities, and preventing data breaches.

This is more than just a job; it’s an opportunity to make a real impact in the world of cybersecurity. The pace is fast, the challenges are thrilling, and the solutions are AI-driven, putting you at the forefront of real-time threat detection.

What’s more, with the support of a global powerhouse like Check Point, you'll have the stability, resources, and career growth opportunities that only come with being part of a leader in the cybersecurity field!

• 5+ years of experience in Tier 2 or Tier 3 Technical Support for Cloud SaaS products.
• Experience working directly with enterprise customers (B2B) in a customer-facing technical support role.
• Hands-on experience troubleshooting REST APIs, SaaS platforms, and debugging distributed systems. Must.
• Experience working with public cloud platforms (AWS, Azure, and/or GCP).
• Experience writing scripts in Bash and/or Python.
• High level of spoken and written English. Must.
• Experience using or integrating AI in daily workflows. Must.
• Excellent troubleshooting, analytical, and diagnostic skills.
• Excellent communication skills with the ability to explain technical concepts clearly.
• A hands-on, process-oriented multitasker who thrives in a fast-paced environment.
• Fast learner who is passionate about adopting new technologies, including AI.
• Team player with a continuous learning mindset and a desire to help others grow.

Would be a plus:

• Working knowledge of Linux environments.
• Experience with Salesforce, Atlassian (Jira/Confluence), Kubernetes, Elasticsearch, Git, and related technologies.
• Experience with monitoring and observability platforms such as Kibana, Grafana, Prometheus, or similar tools.
• Experience working with and troubleshooting integrations (e.g., third-party APIs, webhooks).
• Troubleshoot and resolve complex technical issues across distributed Cloud SaaS systems using a wide range of diagnostic tools (including AI) and methodologies.
• Lead technical investigations and drive issues to resolution while maintaining a high standard of customer communication.
• Collaborate directly with external customers, responding to support tickets and escalations within SLA, including leading live troubleshooting sessions.
• Build, maintain, and share technical knowledge to improve support capabilities and operational excellence.
• Work closely with Engineering, Product, Cyber, andother cross-functional teams to identify root causes and drive product improvements.
• Contribute to the continuous improvement of support processes, documentation, and automation.
• People-first management with minimal bureaucracy
• A friendly company culture, proven by employees who choose to return
• 29 days of PTO (18 working days per year pluse all national holidays)
• 10 paid recovery days
• Full financial and legal support for independent contractors
• Free English classes, with native speakers or Ukrainian teachers
• Dedicated HR support

Intro call with a Recruiter — Intro with the client — Tech interview — Final client interview — Offer

MWDN connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. Our goal is to ensure our employees have a secure, rewarding experience while working with prestigious international clients.