Technical Support Engineer- Tier 2

Radware is a global leader of cyber security and application delivery solutions for physical, cloud, and software-defined data centers.

At Radware, we live and breathe cybersecurity. It is our passion. Each day, our international team works to earn the trust of more than thousands of organizations around the globe. Keeping them safe is our mission. To that end, we go head-to-head with politically motivated hacktivists, dangerous nation-state threat actors, and other notorious cyber attackers — these are not your average adversaries. Backed by nearly 30 years of experience, Radware is best known for its technical excellence and innovative network and application security solutions. That is why it is so important that we build our team with bold and bright talent.

About the team:

Radware is seeking qualified Tier 2 technical support professionals to expand its TAC team. Radware 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.

What is the job:

• 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
• A clear understanding of the software development process and lifecycle, including the role of customer support and sustaining product engineering in that process
• Proven track record of working with an enterprise and carrier-class customer base
  
  

• Experience with Perl Scripting
• Experience with penetration testing techniques and tools