Technical Support Engineer - Tier 2

Technical Support Engineer - Tier 2 (Onsite)

Tel Aviv, Israel

SGF Global is looking for Technical Support Engineer - Tier 2 for Software company in Israel

Requirements:

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

Responsibilities:

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

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