Technical Support Engineer- Tier 2

Technical Support Engineer- Tier 2 - (2500003K)

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

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
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

We'll be happy if you also have:

Experience with Perl Scripting
Experience with penetration testing techniques and tools

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Primary Location: IL-IL-Tel Aviv
Work Locations: Radware Israel, Tel Aviv 22 Raoul Wallenberg Street Tel Aviv 6971917
Job: Technical Support