Technical Support Engineer - Tier2

Radware is a global leader of cyber security and application delivery solutions for physical, cloud, and software-defined data centers.

At Radware, we live and breathe cybersecurity. It is our passion. Each day, our international team works to earn the trust of more than 12,500 organizations around the globe. Keeping them safe is our mission. To that end, we go head-to-head with politically motivated hacktivists, dangerous nation-state threat actors and other notorious cyber attackers — these are not your average adversaries. Backed by nearly 30 years of experience, Radware is best known for its technical excellence and innovative network and application security solutions. That is why it is so important that we build our team with bold and bright talent.

What is the job: Radware is seeking qualified Tier 2 technical support professionals to expand its TAC team. Radware 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 Radware products
• Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems.
• Take responsibility for customer satisfaction and the 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 the Radware Knowledgebase format, for both internal and external customers
• Provide timely feedback within the development process regarding customer-reported product issues
  
  

What you need:

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 processProven track record of working with an enterprise and carrier class customer base
  
  

How can you stand out:

Experience with Perl Scripting

• Experience with penetration testing techniques and tools
  
  

Why you should join us:

Employees from more than 40 countries have chosen Radware as a place where they can belong.

Radware has been recognized by Glassdoor and BDI as one of the World’s Best Places to Work, ranking among the top 100 companies across the globe in the IT category.

Radware has also been named a Gold Winner for Application Security in the 2023 Globee Cybersecurity Awards, by Forrester a Leader in DDoS Protection, and has been named a Leader in WAF Market by Quadrant Knowledge Solutions.

We are equally committed to our people. We strive to create a dynamic work environment that celebrates diversity, promotes equality, and thrives on the unique contributions of each individual.

If you are ready to be part of a global-minded company that is inspired to create a better, safer future; and if and want to fight for the good guys and be at the forefront of helping companies protect their most critical assets from today’s cyber adversaries, then you’ve found the right fit at Radware.

Primary Location

IL-IL-Tel Aviv

Work Locations

Radware Israel, Tel Aviv

Job

Field Support