Technical Support Engineer

An Israeli global technology company specializing in Networking & Cybersecurity develops products and solutions to cater to thousands of customers worldwide. The company provides support to clients both internationally and domestically.

With over 1,200 employees spanning across 40 countries, the company's headquarters is located in Tel Aviv.

About the role-

• Provide level-2 and level-3 technical support for the 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-

• 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