Support Engineer

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

Tel Aviv • Hybrid

Support Engineer

We’re looking for a Support Engineer to join our team and help support our global B2B SaaS customers. This is a hands-on technical support role for someone early in their career who is eager to learn, debug real customer issues, and work closely with Product and Engineering. Because we support customers across multiple regions and time zones, this role may include shift-based work to ensure strong global coverage. You’ll be a great fit if you enjoy troubleshooting, communicating clearly with customers, and digging into technical issues until you understand what is happening.

What You'll Do

• Own and resolve customer support tickets across technical and product-related issues.
• Investigate bugs, configuration problems, integration issues, API behavior, and unexpected product behavior.
• Reproduce issues, gather logs and evidence, and escalate clearly to Engineering when needed.
• Use tools such as Zendesk, Jira, Datadog, Postman, SQL, and internal systems to investigate customer issues.
• Support integrations, APIs, data flows, and security/compliance-related product areas.
• Write clear customer-facing responses that are accurate, calm, and helpful.
• Partner with Product and Engineering to identify recurring pain points and improve the product.
• Create and maintain internal troubleshooting guides, macros, and customer-facing knowledge base articles.
• Help improve support processes, ticket quality, triage, and escalation paths.
• Represent the voice of the customer in product discussions.

Requirements

• 1-3 years of experience in technical support, support engineering, implementation, QA, or a similar customer-facing technical role.
• Experience with SaaS B2B support.
• Familiarity with tools like Zendesk, Jira, Datadog, Postman, SQL, or similar.
• Experience supporting integrations, APIs, data pipelines, or security/compliance products.
• Basic scripting ability in Python, JavaScript, or similar.
• Experience working directly with Product and Engineering teams.
• Strong troubleshooting skills and curiosity about how systems work.
• Excellent written communication in English.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• High ownership, attention to detail, and good judgment around urgency and escalation.
• Willingness to work in shifts when needed to support global customer coverage.
• Comfortable working in a fast-moving startup environment.

What Success Looks Like

In your first few months, you’ll become confident handling common support cases independently, contribute to faster and higher-quality ticket resolution, and build the judgment to know when to keep investigating versus when to escalate with clear technical context.

The Kind Of Person Who Thrives Here

You’re patient with customers, persistent when debugging, and precise when communicating. You’re early in your career but hungry to grow technically, learn from Engineering and Product, and take ownership of customer issues from first report through resolution or escalation.