Tier 2 Technical Support

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. Advantages null Benefits null