Technical Support Engineer - Tier 2

Job Name: Technical Support Engineer - Tier 2

Job Type: Permanent

Country: Israel

City: Tel Aviv

State: FL

Languages: English (Advanced 80%-100%) - Hebrew

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
  
  

• 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
  
  

• 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