Senior Technical Support Engineer

We are looking for a Senior Technical Support Engineer to join us!

On your day-to-day work, you will act as an escalation focal point for Customer Technical Support teams for Tier 1 Support, and Operations teams. Be responsible for performing deep investigations and solving complicated issues.

Responsibilities

• Acting as Tier2+3 support escalation team member, investigating, and solving customer and monitoring issues.
• Triage support tickets
• Conducting root cause analysis
• Working closely with DevOps and Embedded teams in the R&D organization to resolve customer issues quickly and effectively.
• Prioritizing customer issues according to their business priority.
• Acting as the technical leader: mentoring fellow engineers and employing technical expertise in driving decisions.
• Identify support tools gaps, enhance needs, and propose solutions.
• Understanding business requirements and converting them into ticket/issue resolution.

Qualifications

• At least 5 years of experience and relevant background in supporting Cloud/SaaS-based solutions.
• Deep understanding of the OSI Model (focusing on L1-L7)
• Proven scripting skills (i.e Shell-scripting, Python)
• Experience with SaaS applications.
• Excellent Understanding of APIs, using Postman or similar.
• Command-line tools (curl, dig, OpenSSL, traceroute, mtr)
• Analyzing data using tools like Grafana, Kibana, Wireshark
• Ability to communicate a negative answer (i.e. to a customer) effectively.
• Outstanding communication skills in both Hebrew and English.
• Ability to write technical guides and explain technical concepts to a non-technical audience.
• Ability to learn a highly complex system in a short timeframe.
• Problems solving – understanding what the customer needs (not what he wants) and providing a good enough solution.

Advantages

• B.Sc. degree
• Experience with Cloud WAF and CDN / Cyber Security background
• Technical certifications such as JNCIA/CCNA/DBA etc