Haifa District, Israel
I don’t just close tickets; I solve the architectural puzzles that stop users from succeeding. Reporting directly to the CEO at EasyDo, I’ve spent my time at the intersection of Technical Support, QA, and Product Development—translating "client pain" into "product features." Whether it’s advocating for cross-border payslip distribution or re-engineering how date formats handle 101 form transitions, I believe the best support department is the one that builds a product so intuitive it doesn't need support. Why the Technion? I’m currently completing my QA diploma at the Technion because I believe great leadership requires a "boots on the ground" understanding. To manage a high-performing QA or Support team, you have to speak the language of Python, SQL, and Jira fluently. I’m bridging the gap between empathy and engineering. My Toolkit - The Tech: API troubleshooting (Postman/DevTools), Automations (Zapier/Make), Python, SQL. The Strategy: AI Operations (HubSpot Agent), Knowledge Engineering, Cross-departmental Training. The Results: 90%+ CSAT and ~1,000+ monthly technical touchpoints managed solo. When I’m not debugging an API call or training a new hire, you’ll likely find me diving into a new Anime series or leveling up in a video game. I’m always eager to learn, teach, and build systems that scale.
Reporting directly to the CEO, I lead the Technical Support ecosystem for an evolving HR-Tech SaaS. I act as the primary technical bridge between our clients and every internal department—Development, QA, Sales, and Customer Success—ensuring product reliability and high user satisfaction. AI Operations & Scalability: Tasked by the CEO to build and optimize the HubSpot AI Customer Agent. I manage its learning logic via our Knowledge Base to automate first-response interactions and improve support efficiency. Technical Troubleshooting & APIs: Serve as the final escalation point for complex technical inquiries. I utilize Postman and Chrome DevTools to diagnose API failures and provide expert guidance on third-party integrations via Zapier and Make. QA & Product Alignment: Applying Technion-standard QA methodologies to bridge the gap between client feedback and the Dev team. I identify bugs, document reproduction steps in Monday, and validate fixes to maintain product integrity. Knowledge Engineering: Own the end-to-end client education lifecycle. I write technical documentation and produce video tutorials (via PowerDirector) that empower users and reduce ticket friction. Cross-Departmental Training: Spearhead the technical onboarding of all new company hires, ensuring a deep understanding of our HR and CPA-niche (101 forms/payslip) systems. 90%+ CSAT: Consistently maintained high satisfaction scores across all support channels. High-Volume Management: Resolve ~400 tickets and oversee ~650 technical conversations monthly within a rapidly growing startup environment.
In charge of the 3rd biggest branch in the company. Supervised a team of 6-8 part-time workers, which included training and educating as well as interviewing and hiring new staff. Dealt with out of the ordinary costumer service and sales, including B2B. Creating, implementing and retaining work-place related tasks for employees. Managing stock and sending new orders to suppliers based on sales-deriven data.
Working at the IT department of the university's library. Helping students operate the computers and printers. Implementing and installing new hardware and software in over than 100 machines.