Department: R&D
Location: HQ TLV

Description

We are inviting you to Join Tufin and enjoy:

  • A people centric culture, an open atmosphere and opportunities to career growth
  • Great Mentors – company culture of knowledge sharing where you will learn from leading tech experts
  • Opportunity to make a difference – whatever your passion, your inspiration is welcome.
  • Business stability – in 2022 Tufin celebrates 16 years of activity, Tufin is a public company listed on NYSE and with over 2,000 worldwide customers.
  • Being a part of the Cyber Security industry – Cyber security is hot!

Tufin®, the leader in Network Security Policy Orchestration, lets enterprises streamline the management of security policies across complex, heterogeneous environments.

As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.

Responsibilities:

  • Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
  • Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
  • Create and implement any necessary diagnostic tools, patches, and fixes
  • Develop a working solution based on the root cause you discover, or escalate to R&D teams
  • Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
  • Identify patterns in escalated customer issues, and then design and implement solutions for our customers
  • Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
  • Train Technical Support engineers to help them resolve support cases more efficiently

Requirements

  • at least 1 year of previous experience as software developer, coding in java / C++
  • Knowledge with Linux
  • Excellent troubleshooting skills
  • Excellent verbal and written communication skills (including technical writing)
  • Previous experience in technical support, QA, customer facing position – an advantage
  • Ability to communicate effectively, responsibly and respectfully with customers
Apply