Customer Support Engineer

About Us We know the title says - "About Us". But really, it's all about you. At Evinced, we believe the way to make a true difference starts with our team, people passionate about solving complex technical challenges and creating a positive impact. Forget about the buzzwords, want to work on products that break barriers and build an inclusive digital space? At Evinced, you'll be developing disruptive new ways for large enterprises to build accessible web and mobile apps that work for everyone, by developing AI-enabled tools and frameworks that find, cluster, and track accessibility problems automatically, saving developers time and reducing risk. Ready to make your impact on different products, the roadmap, and most importantly - on billions of people worldwide who experience disabilities? It's more than a job, it's a mission. Your Team We are expanding our Customer Support Engineering squad with a key hire who will be essential in driving the accessibility success of our enterprise partners. In this role, you'll engage directly with customers to untangle deep technical challenges within our tools and adjacent tech stacks. You will take ownership of your ticket queue—reproducing complex issues, documenting bugs, and implementing creative workarounds—while also monitoring self-service channels and building out our internal knowledge base. This is your opportunity to collaborate with Product, Engineering, and Sales to shape our roadmap and ensure our users thrive. You'll be part of a highly skilled, innovative group of support experts and technical account managers who are truly motivated by our mission and the fast-paced nature of the accessibility domain. Your Impact • Provide expert technical support to our enterprise customers, resolving complex issues and ensuring smooth implementation of our accessibility tools via tickets and occasional meetings. • Manage a personal queue of support tickets, prioritizing by urgency and business impact. • Reproduce customer issues, devise and implement workarounds, and file well-documented bugs. • Educate and empower customers by creating code and framework examples and documentation. • Collaborate with Engineering and Product to escalate bugs and customer-requested feature enhancements. • Contribute to internal knowledge bases and processes, streamlining support workflows and improving team efficiency. Your Qualities • 2-4 years in a technical support or support engineering role in a B2B SaaS environment. • A team player with the spirit of a developer, and the passion (and patience) to help customers solve problems. • Exceptional communication skills, with the ability to convey complex topics simply. • Proficiency in Javascript and HTML, with a strong understanding of web technologies. • General networking knowledge (proxy settings, certificates, encryption). • Understanding of CI/CD pipelines and setup (YAML). • Ability to read and debug code in one or more common languages. Nice to Have • Experience with web and/or mobile accessibility. • Knowledge of web and mobile functional testing frameworks like Selenium, Playwright, Appium and Espresso. Our offices are located in Tel Aviv, near the Hashalom train station and the Yehudit light rail station, with on-site parking available. We offer a hybrid work model with flexible working hours.