Technical Support Specialist - Tier 2
Orca AI · Tel Aviv-Yafo, Tel Aviv District, Israel
- On site
- Full-time
- $85,000 / year
- Tel Aviv-Yafo, Tel Aviv District, Israel
Job highlights
- Provide Tier 2 technical support globally.
- Troubleshoot complex hardware and software issues.
- Automate processes and deploy system upgrades.
- Collaborate with development, DevOps, and QA teams.
- Occasional travel for on-site customer support.
About the role
Technical Support Specialist Tier 2
We are looking for a Technical Support Specialist - Tier 2 to join the Tech Ops team. This is a dynamic and challenging role providing critical technical support to customers. The ideal candidate is a growth-oriented professional who embodies our values of Impact, Innovation, and Global Collaboration.
If you're looking to impact the future of the maritime industry, to be part of an awesome team, and to have a great time, this is the job for you!
About Orca AI:
Shipping accounts for over 90% of global trade, yet the industry remains decades behind in digitization and automation. Operating safely and efficiently in congested ports and high-traffic sea lanes is becoming increasingly challenging. Orca AI is transforming maritime operations through real-time AI and computer vision, delivering next-generation situational awareness and decision-making. Our platform connects onboard crews with shoreside teams, improving navigational safety, reducing human error, and supporting decarbonization through performance optimization. Founded in 2018, Orca AI is a fast-growing scale-up in an incredibly strong position. We recently raised $73M in a Series B round (May 2025) and have over 1,100 systems deployed to industry giants like MSC, Seaspan, and NYK. What sets us apart is our data - over 100 million nautical miles of proprietary data, making it the largest maritime AI dataset in the world. As we scale rapidly, we are looking for passionate individuals to join us in defining the future of the maritime world.
A TechOps Specialist at Orca AI is responsible for managing deployed systems - including the hardware, software, and networking components - and delivering excellent technical support.
What will you do?
- Provide technical support to customers worldwide and troubleshoot complex technical issues.
- Automate processes and tasks to improve efficiency and reduce the risk of errors.
- Solve networking technical issues.
- Oversee new customer installations.
- Deploy SW upgrades.
- Work closely with other teams, such as development, DevOps, QA, and PM, to ensure that systems are aligned with business needs and goals.
- Occasional travel to customer sites for advanced troubleshooting.
Requirements:
- 2 years of experience as an integrator/network engineer/Technical Support Engineer.
- Excellent understanding of technologies, operating systems, networking (CCNA level), and systems.
- Experience in the Technical support field and working with CRM (Salesforce).
- Customer-oriented and capable of providing high levels of client satisfaction.
- Strong knowledge of Linux and CLI commands.
- Self-motivated, enthusiastic, and able to handle multiple support cases.
- Remote diagnostic experience.
- Excellent English (written and verbal).
- Team player with a proactive attitude.
- Able to work independently.
Advantages:
- Experience deploying, managing, and troubleshooting network infrastructures.
- Basic knowledge of Docker containers and microservices (advantage).
- Knowledge of server hardware.
- Maritime / Navy / Intelligence unit background.
- Knowledge of Ansible or similar automation tools.
Why Orca AI? Our Culture and Benefits:
Our Culture & Values: We are a global team of 130 professionals driven by a shared mission to lead the transition to autonomous shipping. At Orca AI, we combine cutting-edge technology with a human-centric approach to redefine the maritime industry. We believe in:
- Innovation & Data-Driven Intelligence: We are passionate about solving complex problems for the first time in a "greenfield" industry. By leveraging data and intelligence, we create smarter, more efficient solutions that drive lasting change.
- Global Impact & Reliability: Our mission is to use technology to make the oceans safer and the world more efficient. We are dedicated to providing our customers with a reliable service they can count on to protect their most valuable assets.
- Customer Centricity & Agility: Our customers are at the heart of everything we do. We embrace agility as an essential part of our workflow, enabling us to respond effectively to changing market conditions and provide the best possible service.
- Global Collaboration: Diversity is our strength. We operate across Japan, Singapore, and Greece, supported by a diverse remote team spanning Europe and Asia, fostering a truly international perspective on maritime challenges.
- High-Energy Environment & Balance: We foster a vibrant, high-energy work culture. In our Tel Aviv office, we enjoy a dog-friendly environment and maintain a unique work-life balance, working 4 days a week from the office to stay connected and inspired.
Orca AI is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases. You’re more than welcome to follow us on social media: LinkedIn.
Key skills/competency
- Technical Support
- Customer Service
- Networking
- Linux
- Troubleshooting
- System Administration
- CRM
- Automation
- Problem-Solving
- Maritime Technology
Skills & topics
- Technical Support Specialist
- Tier 2 Support
- Customer Support
- Technical Support
- IT Support
- Networking
- Linux
- Troubleshooting
- CRM
- Maritime Technology
- Customer Service
- System Administration
- Automation
- Remote Support
- CCNA
- Salesforce
How to get hired
- Tailor your resume: Highlight your 2+ years in technical support, networking (CCNA level), Linux CLI, and CRM experience (Salesforce).
- Showcase customer focus: Emphasize your ability to provide high client satisfaction and remote diagnostic skills.
- Demonstrate technical depth: Detail experience with system installations, SW upgrades, and network troubleshooting.
- Prepare for interviews: Be ready to discuss complex technical challenges and your problem-solving approach.
- Highlight automation skills: Mention any experience with scripting, Ansible, or Docker if applicable.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key technical skills required for the Technical Support Specialist Tier 2 role at Orca AI?
- For the Technical Support Specialist Tier 2 role at Orca AI, you'll need 2+ years of experience in technical support, strong knowledge of operating systems, networking (CCNA level), and Linux with CLI command proficiency. Experience with CRM systems like Salesforce and remote diagnostic capabilities are also essential.
- Does Orca AI offer opportunities for professional growth in this Technical Support Specialist role?
- Yes, Orca AI emphasizes a growth-oriented culture. As a Technical Support Specialist, you'll have opportunities to automate processes, troubleshoot complex issues, and work with cutting-edge AI and computer vision technology in the maritime industry, fostering continuous learning and development.
- What is the work environment like at Orca AI for a Technical Support Specialist?
- Orca AI fosters a high-energy, collaborative, and human-centric environment. The Tel Aviv office is dog-friendly, and they promote a unique work-life balance with a hybrid model, allowing one day a week from home, alongside a 4-day in-office week.
- How does Orca AI contribute to the maritime industry, and what is the impact of a Technical Support Specialist?
- Orca AI is transforming maritime operations with AI and computer vision, enhancing safety and efficiency. As a Technical Support Specialist, your role is critical in ensuring deployed systems function optimally, directly impacting customer satisfaction and the reliability of these advanced solutions.
- What are the advantages of working at Orca AI, beyond the technical aspects of the role?
- Orca AI offers a chance to be part of a fast-growing scale-up that has raised significant funding and deployed systems with industry giants. You'll join a global team of 130 professionals passionate about innovation and making a global impact, with a strong focus on customer centricity and agility.
- What is the expected travel frequency for the Technical Support Specialist Tier 2 position at Orca AI?
- The role of Technical Support Specialist Tier 2 at Orca AI involves occasional travel to customer sites for advanced troubleshooting. This means that while the role is primarily remote-based, there may be infrequent requirements to visit client locations.
- How important is customer orientation for this Technical Support Specialist role at Orca AI?
- Customer orientation is highly important for this role. The job description explicitly states that candidates should be customer-oriented and capable of providing high levels of client satisfaction, making it a core requirement for success at Orca AI.