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Job Opportunity: Technical Support Engineer- Tier 2

 
Date   Feb 25
 
Listing No.   IE247617
 
Sector   Hi-Tech, Technology & IT
 
Region   Center
 
City/Yishuv   Tel Aviv
 
 
Technical Support Engineer- Tier 2
 
Seeking qualified Tier 2 technical support professionals to expand the TAC team.
Products supported by the TAC team include ADC (Application Delivery Controllers), Web Application Firewall (WAF), and IPS (Intrusion Prevention System) products.
In addition to possessing deep technical knowledge, a TAC Engineer interacts extensively with customers and partners in the highest professional manner.

TAC Engineers perform the following duties:

Provide level-2 and level-3 technical support for our products
Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems
Take responsibility for customer satisfaction and overall success of the TAC team
Respond in a timely manner (within a documented SLA) to support customer issues and inquiries
Document actions in tickets to effectively communicate information internally and to customers
Resolve problems independently and understand the correct escalation procedures
Reproduce and debug customer-reported problems in a lab environment as necessary, and work with the engineering and test teams to resolve issues
Document issues using our Knowledgebase format, for both internal and external customers
Provide timely feedback within the development process regarding customer-reported product issues

Requirements

Minimum of 4 years of experience in full time product support for an international hi-tech company
Excellent customer service skills
Excellent analytical thinking and problem solving skills
Strong oral (phone) and written (e-mail) communication skills in English
Self-managed and team-oriented
Deadline and detail-oriented
Highly motivated
Expert level knowledge and hands-on experience with Layer 2/Layer 3 Switching/Routing, TCP/IP, IPv4, Layer 4/Layer 7 switching, firewalls, IDS/IPS, VPN, security consulting, SSL, IPsec
In-depth understanding of protocol and network analyzers
Clear understanding of the software development process and lifecycle, including the role of customer support and sustaining product engineering in that process
Proven track record of working with an enterprise and carrier class customer base

Advantages

Experience with Perl Scripting
Experience with penetration testing techniques and tools
 
 
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