Volunteering
Hi, I’m
Ariel Shavit
Technical Support Engineer
Oranit
Summary
Customer Support Engineer delivering technical resolution in a SaaS environment through deep troubleshooting and cross-functional collaboration with R&D, DevOps, Product, and Account Management. Translates complex technical details into actionable next steps for customers and internal teams. Drives swift issue resolution through structured follow-up, accurate documentation, and end-to-end case ownership.
Overview
2
Languages
6
years of professional experience
Work History
GO-7 ltd
Customer support engineer
11.2021 - Current
Job overview
- Technical Troubleshooting & Root Cause Analysis: Delivered L2/L3 technical support for complex SaaS applications using SQL, log analysis tools, and API testing (Postman) to diagnose and resolve high-priority incidents.
- Incident Management & Collaboration: Managed end-to-end escalation workflows in Jira and Zendesk/Salesforce, partnering closely with R&D, DevOps, and Product teams to patch recurring system bugs and improve SLA adherence.
- Knowledge Base & Documentation: Authored comprehensive internal KB articles and troubleshooting guides in Confluence/Notion, streamlining team onboarding and reducing average handling time (AHT).
- Cross-Team Liaison & Escalations: Acted as the technical point of contact between clients and engineering, tracking Sev-1/Sev-2 escalations via Jira Service Management to ensure transparent status updates and seamless handovers.
- Customer Enablement & Onboarding: Conducted remote product walkthroughs and training sessions via Zoom/Teams, accelerating client onboarding and driving feature adoption across customer teams.
Questar
Technical Support Team Lead
04.2020 - 11.2022
Job overview
- Hardware & Software Troubleshooting: Diagnosed and resolved complex hardware and software issues across multiple platforms, implementing structured troubleshooting methodologies to maximize system uptime and user satisfaction.
- Process Optimization & Response Times: Partnered with cross-functional teams to identify operational bottlenecks, streamlining ticket triage workflows and improving overall response times.
- Knowledge Management & Documentation: Authored standardized troubleshooting guides and knowledge base articles for recurring technical issues, significantly reducing Mean Time to Resolution.
- Mentorship & Team Enablement: Mentored and trained junior support engineers on advanced troubleshooting techniques, customer communication standards, and ticket lifecycle best practices.
- Customer Inquiry & Case Management: Handled end-to-end case tracking and customer inquiries, delivering clear, structured communication while maintaining high customer satisfaction ratings.
Education
HackerUIsrael
QA from Quality Assurance Testing
04.2001
University Overview
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Skills
API troubleshooting
Log analysis
Ticketing systems
SQL querying
Knowledge base management
Zendesk
Jira Service Management
Postman
Case triage
Escalation management
SLA management
Incident tracking
Root cause analysis
Customer communication
Cross-functional collaboration
Technical documentation
Customer onboarding
Account management
API testing
Interests
Music
Hicking
Timeline
Customer support engineer
GO-7 ltd
11.2021 - Current
Technical Support Team Lead
Questar
04.2020 - 11.2022
HackerU
QA from Quality Assurance Testing
04.2001
IDF Military Service
Kfir Brigade Combat Soldier