Technical Support Engineer

An Israeli-based global technology company specializes in Networking & Cybersecurity, developing cutting-edge products and solutions tailored for a diverse clientele worldwide. The scope of work encompasses comprehensive customer support services, extending both internationally and domestically.

Renowned as a global leader in cybersecurity and application delivery solutions, the company excels in addressing the needs of physical, cloud, and software-defined data centers."

The company employs over 1,200 people globally across 40 countries. Located in Tel Aviv, employees work four days a week from the office.

About the job

Tier 2 technical support professionals to expand the team.

The company's products supported by the TAC team include ADC (Application Delivery Controllers), Web Application Firewall (WAF), and IPS (Intrusion Prevention System) products. In addition to possessing deep technical knowledge, a TAC Engineer interacts extensively with customers and partners in the highest professional manner.

Requirements-

• TAC Engineers perform the following duties:
• 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