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Technical Support Engineer

RADWARERadware 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 performing the following duties:
· Provide Level two and three 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 overall success of the TAC team
· Respond in a timely manner (within documented SLAs) 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 working with the engineering and test teams to resolve issues
· Document issues using the Radware Knowledge base format, for both internal and external customers
· Provide timely feedback within the development process regarding customer-reported product issues
Job Requirements:Requirements
Minimum of 3 years of experience as a full time product support person 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 process
Proven track record of working with an enterprise and carrier class customer base
Advantages
Experience with Perl Scripting
Experience with penetration testing techniques and tools
Required Experience:3-4 שנים
Locations:מרכז, שרון
Job Date:08/07/2019
For more jobs and additional info about:RADWARE


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