Technical Support Engineer - Tier2

Technical Support Engineer - Tier2 - (2300009T)

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 12,500 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.

What is the job: 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.
TAC Engineers perform the following duties:

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

What you need:

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

How can you stand out:

Experience with Perl Scripting
Experience with penetration testing techniques and tools

Why you should join us:

Employees from more than 40 countries have chosen Radware as a place where they can belong.

Radware has been recognized by Glassdoor and BDI as one of the World’s Best Places to Work, ranking among the top 100 companies across the globe in the IT category.

Radware has also been named a Gold Winner for Application Security in the 2023 Globee Cybersecurity Awards, by Forrester a Leader in DDoS Protection, and has been named a Leader in WAF Market by Quadrant Knowledge Solutions.

We are equally committed to our people. We strive to create a dynamic work environment that celebrates diversity, promotes equality, and thrives on the unique contributions of each individual.

If you are ready to be part of a global-minded company that is inspired to create a better, safer future; and if and want to fight for the good guys and be at the forefront of helping companies protect their most critical assets from today’s cyber adversaries, then you’ve found the right fit at Radware.

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Primary Location: IL-IL-Tel Aviv
Work Locations: Radware Israel, Tel Aviv 22 Raoul Wallenberg Street Tel Aviv 69710
Job: Field Support