Description

About The Position:

We are looking for a Senior Technical Support Engineer to join us! 

On your day-to-day work, you will act as an escalation focal point for Customer Technical Support teams for Tier 1 Support, and Operations teams. Be responsible for performing deep investigations and solving complicated issues. 

Main Responsibilities: 

• Acting as Tier2+3 support escalation team member, investigating, and solving customer and monitoring issues. 
• Triage support tickets 
•  Conducting root cause analysis 
• Working closely with DevOps and Embedded teams in the R&D organization to resolve customer issues quickly and effectively.  
• Prioritizing customer issues according to their business priority. 
• Acting as the technical leader: mentoring fellow engineers and employing technical expertise in driving decisions. 
• Identify support tools gaps, enhance needs, and propose solutions. 
• Understanding business requirements and converting them into ticket/issue resolution. 

Requirements

• At least 5 years of experience and relevant background in supporting Cloud/SaaS-based solutions. 
• Deep understanding of the OSI Model (focusing on L1-L7) 
• Proven scripting skills (i.e Shell-scripting, Python) 
• Experience with SaaS applications. 
• Excellent Understanding of APIs, using Postman or similar. 
• Deep understanding Linux OS, Kernel,and user space, debugging Command & tools.
• Analyzing data using tools like Grafana, Kibana, Wireshark 
• Ability to communicate a negative answer (i.e. to a customer) effectively.
• Outstanding communication skills in both Hebrew and English. 
• Ability to write technical guides and explain technical concepts to a non-technical audience. 
• Ability to learn a highly complex system in a short timeframe. 
• Problems solving – understanding what the customer needs (not what he wants) and providing a good enough solution. 

Advantages

• B.Sc. degree  
• Proven scripting skills (i.e Shell-scripting, Python) 
• Experience with Cloud WAF and CDN / Cyber Security background 
• Technical certifications such as JNCIA/CCNA/DBA etc