timeOS (formerly Magical) is redefining how teams and individuals capture, access, and leverage knowledge from meetings to drive impactful work. We are looking for a Senior Support Engineer to join us in our mission to help people effortlessly turn meeting insights into actions. We’re passionate about empowering people to make the most of their time, enabling more productive, informed, and meaningful work. Achieving our vision requires a team member who is deeply committed to delivering an exceptional customer experience and ensuring every interaction with timeOS adds value and delight.
The role
Imagine a productivity tool that feels like a wellness product. A time operating system that is minimalist yet powerful. Built for speed, focus, and zero busy-work. Every interaction with the customer should feel magical.
We are seeking a dedicated and proactive Support Engineer to join our team. This role is essential for ensuring that our support processes are efficient, effective, and client-focused. The ideal candidate must be fluent in both Hebrew and English, possess strong technical skills, and demonstrate a commitment to providing excellent customer support.
Please note that this is a hybrid position of 3 days per week in our TLV office.
Key Responsibilities
- Support and Ticket Management: Assist in triaging support tickets and managing inquiries through Intercom, while handling complex issues and providing detailed, technical responses to clients.
- Automation and Process Improvement: Automate tasks to enhance efficiency, improve and maintain the Finn bot, and identify patterns in support issues to implement preventative measures.
- Collaboration and Feedback Integration: Collaborate with sales and customer success teams for a cohesive approach to client management, while integrating feedback into product improvements.
- Documentation and SLAs: Create and maintain documentation for new features and updates, define SLAs for support tasks, and measure performance against these standards.
Your Experience & Skills
- A minimum of 4 years of hands-on experience in high-volume, global B2C SaaS product customer support with direct end-user interaction.
- Must have a track record in managing and triaging a high daily volume of tickets (specify number), demonstrating strong prioritization and resolution skills.
- Preference for experience as a Tier 3 Support Engineer.
- Experience with SaaS tools such as Intercom (must), Mixpanel, Customer.io, and Stripe (bonus).
- Fluent in both Hebrew and English, with strong communication skills for effective interaction with clients and team members.
- Ability to reproduce customer issues, perform initial triage, and file bugs with Engineering.
- Independent and capable of managing tasks without constant supervision.
- Technically proficient with a detail-oriented approach to resolving issues.
- Adaptable to handle a variety of tasks, from technical troubleshooting to client communication.
- Committed to continuous improvement and staying updated with the latest industry trends.
- A passionate team player who collaborates.
What we offer
As a semi-distributed company, our benefit stack is quite different:
An IT stack to make your friends jealous including:
- 💻 Latest MacBook Pro
- 🏠 Home office
- ⚡️ Best-of-breed productivity tools
Taking care of your present and future-self:
- 💰 Stock options
- 🏝 Generous Paid Time Off
The process
A successful hiring process is two-sided. Just as we evaluate you, we’re being evaluated by you, and so, to ensure we each learn what we need to make an informed decision, we run a transparent process and are looking to assess the following:
- Compatibility: how have your previous experiences set you up to succeed in this role? Does your skill set match the role’s requirements?
- Cultural fit: do our values & ways of working align with yours? Will Magical be a suitable environment for you to thrive in?
- Coachability: we look for the combination of a proven track record and the hunger for future growth, as well as the mindset that unlocks it.
We know how stressful, competitive and time-sensitive a hiring process can get, so we make it a priority to be as transparent and considerate as possible. We keep our candidates informed of their status all throughout the process, knowing that Magical is here to last and hopeful that we’ll end up working together, eventually.
Join Tali
Application
Please send us an open application here with any information you'd think is relevant for potential synergies.