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Sr. Tier #3- Escalation Engineer



Posted on Thursday, January 18, 2024


We are driven by the belief that Artificial Intelligence is mankind’s greatest invention. It is the key to building a safer, more vibrant, transparent, and empowered society. We are determined to be an active contributor to shaping our future for the better. We care about the ethical implications of AI and the prosperity and well-being of all individuals, as well as the growth and continued successes of our employees, customers, and partners.

Veritone’s mission today is more important than ever. We’re here to democratize AI and enable every organization and every person with the power of AI. What started in 2014 with the idea of providing unified access to hundreds of cognitive engines through one common software infrastructure, evolved to the world’s first AI operating system, aiWARE, which orchestrates a diverse ecosystem of cognitive engines to power intelligent automation for both commercial and government organizations. As we progress, we will continue to move humans from “in” to “on” to “out of the loop” to help them accelerate workflows, save time and costs, and uncover new insights and opportunities. You can view us at: /


We are seeking for a highly motivated and experienced Technical Support Specialist to join our Tier 2/3 team. This position is critical in resolving complex technical issues for our customers and providing exceptional service. You will be responsible for troubleshooting and diagnosing advanced technical problems, collaborating with other company teams, and working independently to find solutions. You will also contribute to our support processes' continued development and improvement.


    • Provide Tier 2/3 support to customers (Internal / External), resolving complex technical issues and escalating as needed.
    • Diagnose and troubleshoot software problems, utilizing advanced analytical and problem-solving skills.
    • Research and identify root causes of issues, utilizing internal knowledge bases and external resources.
    • Develop and implement effective solutions to resolve technical problems, ensuring customer satisfaction.
    • Communicate effectively with customers in a clear, concise, and professional manner, both verbally and in writing.
    • Document technical issues and solutions accurately and efficiently for future reference.
    • Collaborate closely with other teams, mainly with Engineering teams, to identify and resolve systemic issues.
    • Stay up-to-date on the latest technologies and trends relevant to your area of expertise.
    • Contribute to the continuous improvement of our support processes and resources.
    • Guide other departments by sharing your knowledge, best practices, and expertise to help them develop the relevant skills so they will know how to solve issues on their own

WHAT YOU'LL NEED (Requirements)

  • Minimum 2-3 years of experience in Tier 2/3 technical support or equivalent experience in a related role
  • Excellent analytical and problem-solving skills with the ability to think critically and independently
  • Ability to work in a Full-time position, including on-call shifts during the week and weekends
  • Ability to work effectively in a fast-paced and dynamic environment
  • Solid SQL experience
  • Proficiency in using support ticketing systems e.g, SalesForce, JIRA
  • Autodedcat and a fast learner of technical systems and tools
  • Advanced Communication skills
  • Outstanding organizational abilities
  • Ability to remain calm, composed, and articulate when dealing with tough customer situations.
  • Experience with logging and monitoring systems including observability approach
  • B.Sc. in Industrial Engineering / Information systems or equivalent academic knowledge – as an Advantage


  • Fast learner
  • Proficient English
  • Know how to work in Remote
  • Can do & positive attitude
  • Organized and highly motivated self-starter
  • Detail-oriented
  • Team player


  • A competitive compensation package
  • Equity Grant(s)
  • Employe Stock Purchase Plan (ESPP)
  • Hybrid workplace
  • VERI Communities (Affinity Groups) & Belonging
  • Empowerment to build your career journey at Veritone
  • Flexible (Paid) Time Off
  • Mental health awareness and support
  • An opportunity to be a part of the next big thing in artificial intelligence!


  • Loves learning & continuous growth; stays current on marketing trends
  • Can juggle multiple projects, priorities, and deadlines with a positive attitude
  • Comfortable in a fast-paced, small company environment
  • Collaborative and always contributing value
  • Driven to win as a team
  • Remote first workplace
  • Check us out!

Veritone is a leading provider of artificial intelligence (AI) technology and solutions. The company's proprietary operating system, aiWARE, orchestrates an expanding ecosystem of machine learning models to transform audio, video and other data sources into actionable intelligence. We love to continuously grow while staying ahead of trends and creating structure in an unstructured world.

If you’ve made it this far and align with our goals, we look forward to reviewing your qualifications!


Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.