Tier3 Support Lead
PonteraTel-Aviv District, Israel
Posted October 30, 2025
Full Time
About the Company
Pontera is a fintech company founded in 2012, headquartered in New York City. The company focuses on helping financial advisors securely manage clients' retirement plan accounts, including 401(k)s and 403(b)s, by integrating seamlessly with existing portfolio management tools. Pontera's platform enables advisors to improve their clients' financial outcomes through personalized finance solutions and compliance.
Job Description
Pontera is a fintech company revolutionizing retirement planning with its software platform. They are seeking a Tier 3 Support Lead to investigate complex technical issues, collaborate with stakeholders, and drive process improvements. The role involves collaborating with both US-based and client-facing teams to deliver high-quality support and exceptional customer experience.
Requirements
- Investigate complex technical issues using analytical tools
- Collaborate with developers and product managers to define bugs and ensure documentation
- Manage issue tracking and ensure proper assignments based on SLAs
- Communicate effectively with internal teams and clients
- Own Tier 3 support processes and monitor performance
- Fluent in English and strong communication skills
Benefits
- Opportunity for impact at a fast-growing startup
- Collegial and collaborative work environment
- Professional development opportunities
- Hybrid office work model
