Tier 2 Technical Support
Description
Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.
We’re looking for an experienced Tier 2 Technical Support with a creative mind and extraordinary investigation skills to join our team.
The team aims at providing immediate, high-quality analysis and technical solutions to any issues raised by our players.
Responsibilities
- Investigate & Resolve technical issues escalated from Tier 1 agents
- Identify the root cause for issues in the game
- Analyze system logs and dashboards to streamline troubleshooting
- Be the point of escalation between Customer Support and R&D
- Work closely with the technical support (Tier 3) to solve technical issues
- Provide comprehensive information regarding technical issues with our products
Requirements
- At least 3 years experience as a Tier 2 Support (or similar technical role)
- SQL: Extensive knowledge and hands-on experience (complex queries and deep data analysis)
- AI Models: Experience working with AI models (LLMs), with a focus on Gemini
- System Monitoring: Proficiency in Coralogix and Preset for log analysis and dashboarding
- Tech Stack: Experience with REST APIs and web-based troubleshooting
- Analytical Skills: A proactive "problem-solver" approach with a high level of technical understanding
- Multi-tasker, self-learner, proactive and a team player
- Ability to comply with tight deadlines and self-prioritize
- English - excellent written and verbal communication skills
Advantages
- Experience with AI-powered development and productivity tools (Claude, Cursor)
- Experience working with Torq (Automation/Orchestration)
- Scripting capabilities (Python)
Familiarity with ticketing systems such as Jira or Zendesk.
