Software Support Specialist – EMEA


Qmarkets is recruiting a Software Support Specialist to join our global support team.

Location: Israel

Working Days: Monday-Friday, Hybrid

What you will do

  • Acting as the main POC (point of contact) for all customers’ tickets re our product, including bugs and queries.
  • Respond within documented SLA to support tickets generated by our customers’ main POCs.
  • Research, troubleshoot and diagnose the reported ticket, and identify the issue urgency and type.
    • If possible, provide solutions to resolve basic and complex technical issues.
    • Where needed, follow company procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, professional services, Devops, customer success, product etc.)
  • Follow-up and ensure proper recording and closure of all tickets.
  • Provide prompt and accurate feedback to both our customers and internal stakeholders.
  • Create and maintain the knowledge base (articles, videos, interactive help pop ups etc.) with English content creation.
  • Supporting various product and customer onboarding tasks like SSO setup and User provisioning

Job Requirements

  • Excellent English (both written and spoken) and strong communication skills.
  • Proven working experience in enterprise technical positions
  • Excellent troubleshooting and problem-solving skills
  • Customer Service orientation
  • Works independently and as a team player
  • Ability for multi-tasking and work under pressure
  • Self-motivated, with a sense of urgency and efficiency and a strong work ethic
  • Willingness to work long hours


  • Understanding of PHP, SQL, Unix
  • B.A/B.Sc in relevant engineering/computer science
  • Additional spoken language other than English (Priority to French or German)
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