Support Engineer T3

A leading Israeli cybersecurity company is undergoing significant global expansion, providing advanced threat protection and network security solutions for large-scale enterprises. With a workforce of several hundred professionals, the organization develops high-performance security infrastructures that safeguard mission-critical data.

The company fosters a high-impact R&D and support environment, bridging the gap between complex network engineering and real-world security challenges.

The company is located in Central Israel (prime location near major transport hubs) and operates a hybrid work model with three days in-office presence.

Role Overview:

• Advanced Technical Resolution: Acting as the highest escalation point (Tier-3) for resolving complex customer issues throughout the entire client lifecycle.
• R&D Collaboration: Partnering directly with R&D and Product teams to identify root causes, suggest code fixes, and influence the product roadmap based on field data.
• Deep Network Analysis: Performing high-level Network Engineering tasks, including packet-level analysis and troubleshooting of intricate connectivity issues.
• Infrastructure Oversight: Managing and diagnosing faults within diverse IT infrastructures, ensuring seamless integration of security layers.
• Strategic Troubleshooting: Utilizing advanced diagnostic tools to maintain system uptime and security integrity for strategic global accounts.

Requirements:

• 5 years of professional experience as a Tier-3 Technical Support Engineer (or higher) – Mandatory.
• Deep expertise in Networking: Routing, Switching, and core network protocols – Mandatory.
• Advanced Troubleshooting skills: Proven ability to resolve complex, non-standard technical failures – Mandatory.
• Expertise in Packet Analysis: Mastery of Wireshark and similar traffic inspection tools – Mandatory.
• Strong understanding of Enterprise IT infrastructure and security architectures.
• Exceptional communication skills for direct engagement with high-value global customers and internal engineering teams.