Technical Support Engineer Tier 2

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

• 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
• 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