Technical Support Engineer

Technical Support Engineer- Tier 2 For A Global Cybersecurity Company

A global organization specializing in cybersecurity and application delivery solutions for physical, cloud-based, and software-defined data centers. With decades of expertise, it protects organizations worldwide from cyber threats, including hacktivists and nation-state actors, while fostering a team of ambitious professionals dedicated to safeguarding businesses globally.

Full time position in Tel Aviv

1 day from home, 4 days on-site

Job Description:

We are seeking experienced Tier 2 Technical Support Engineers to join our team. This position focuses on supporting a diverse product range, including Application Delivery Controllers (ADC), Web Application Firewalls (WAF), and Intrusion Prevention Systems (IPS). The role requires advanced technical expertise combined with the ability to engage professionally with customers and partners.

Responsibilities:

- Deliver second- and third-level support for company products.

- Utilize strong TCP/IP networking expertise to diagnose and resolve common networking issues.

- Ensure high levels of customer satisfaction and contribute to team success.

- Respond to customer inquiries within established SLAs and maintain thorough documentation of all actions.

- Troubleshoot independently while knowing when to escalate problems appropriately.

- Simulate and debug customer issues in a lab environment as needed and collaborate with engineering teams to resolve them.

- Create documentation in the knowledge base format for both internal and external audiences.

- Provide input to the development process based on customer-reported issues.

Requirements:

- At least four years of experience in full-time product support for a global high-tech company.

- Outstanding customer service abilities.

- Strong analytical and problem-solving capabilities.

- Excellent verbal and written communication skills in English.

- Ability to work both independently and as part of a team.

- Attention to deadlines and details.

- Expert-level knowledge of networking technologies, including Layer 2/3 switching and routing, TCP/IP, IPv4, Layer 4/7 switching, firewalls, IDS/IPS, VPNs, and SSL/IPsec.

- Proficiency in using protocol and network analysis tools.

- A solid understanding of software development lifecycles and the role of customer support within that framework.

- Proven success in working with enterprise and carrier-class customers.

Preferred Qualifications:

- Experience with Perl scripting.

- Knowledge of penetration testing methodologies and tools.