Global SaaS Support Engineer — Troubleshooter

Red Dot Capital Partners; Palo Alto (CA); Hybrid; USD 59,812 - 86,395; Full time

Job summary

Red Dot Capital Partners in Tel Aviv is seeking a Support Engineer to help support our global B2B SaaS customers. This hands-on role suits someone early in their career who likes debugging real issues and working with Product and Engineering.

You will handle tickets, investigate bugs, gather logs, reproduce problems, and communicate clearly with customers in English. The position may involve shifts to cover multiple time zones in a fast-moving startup.

Qualifications

• 1–3 years in technical support or a similar customer-facing tech role.
• Experience with SaaS B2B support and clear written English.
• Experience supporting integrations, APIs, data pipelines, or security products.
• Basic scripting in Python or JavaScript.

Responsibilities

• Own and resolve customer support tickets across technical issues.
• Investigate bugs, configuration problems, and API behavior.
• Reproduce issues, gather logs, and escalate with context to Engineering.
• Use Zendesk, Jira, Datadog, Postman, SQL to investigate customer issues.
• Write clear customer-facing responses and improve support processes.

Skills

Troubleshooting

Written communication

Customer empathy

Ownership

Shift flexibility

Tools

Zendesk

Jira

Datadog

Postman

SQL

Job description

Red Dot Capital Partners in Tel Aviv is seeking a Support Engineer to help support our global B2B SaaS customers. This hands-on role suits someone early in their career who likes debugging real issues and working with Product and Engineering.

You will handle tickets, investigate bugs, gather logs, reproduce problems, and communicate clearly with customers in English. The position may involve shifts to cover multiple time zones in a fast-moving startup.