Tier-4 Support Engineer

Overview

The Tier-4 Support Engineer is a senior technical expert responsible for resolving the most complex and escalated issues from our customers systems/products, including backend infrastructure, embedded devices, and cloud-integrated platforms. This role is suited for individuals with strong leadership potential and interpersonal skills and may eventually grow into a Team Lead position within the Software development group.

Key Responsibilities

Advanced Troubleshooting & Escalation Handling

• Act as the final escalation point for technical issues across Linux-based systems, embedded devices, and cloud services.

System Diagnostics & Log Analysis

• Investigate systemic issues using logs (e.g., syslog, dmesg, journalctl, auth.log, kern.log), performance metrics, and custom monitoring tools.
• Utilize expertise in Linux network configuration to identify and resolve problems related to connectivity, routing, and firewall settings.

Infrastructure & Device Support

• Maintain and enhance infrastructure components such as Network Management Systems, local agents, proxy services, remote connectivity platform integrations, internal support tools, and other services.

Automation & Tooling

• Develop and maintain automation scripts and internal support tools to streamline diagnostics, deployment, and monitoring.

Cross-Team Collaboration

• Work closely with Global Support, QA, DevOps, and R&D teams to ensure seamless integration, delivery and support for new features and hardware rollouts.

Documentation & Knowledge Sharing

• Contribute to internal documentation, Confluence pages, and training materials to support crossTiers teams.

Leadership Development

• Mentor junior technicians, lead technical discussions, and gradually take on coordination responsibilities with the goal of transitioning into a formal leadership role. Proprietary

Required Skills & Qualifications

Technical Expertise

o Advanced Linux system administration and scripting (Bash, Python).

o Experience with embedded systems, networking (TCP/IP, DHCP), and cloud services.

o Hands-on experience with AWS or other cloud providers.

o Proficiency with tools such as Datadog (monitoring) and Postman (API testing).

o Familiarity with Azure DevOps, Git, Docker, and monitoring stacks.

o Knowledge and some experience with MySQL, including basic query writing, and troubleshooting.

Problem Solving

o Proven ability to debug complex issues across distributed systems.

o Experience with log parsing, root cause analysis, and performance tuning.

Leadership & Communication

o Excellent written and verbal communication skills.

o Demonstrated ability to mentor others and lead by example.

o Interest in growing into a formal leadership role.

o Demonstrated experience collaborating within a cross-functional, matrix team environment.

Methodology

o Solid understanding of Agile development practices, including sprint planning, retrospectives, and backlog refinement.

Language & Interpersonal Skills

o Strong interpersonal skills and ability to collaborate across teams and departments.

o Fluent in Hebrew and advance in English (spoken and written).

Preferred Experience

Prior experience in Tier-3 or Tier-4 supports roles.

Background in QA automation or system integration.

Familiarity with animal health or IoT-based systems is a plus.

Demonstrated experience leading people or technical teams, even informally (e.g., mentoring, project coordination, scrum leadership).