Provides Tier 2 technical support to global customers and partners using the Tufin product suite. Troubleshoots operating system, networking, firewall, and integration issues through resolution; manages customer ticket queues and communications; supports product implementation; liaises with internal teams; documents best practices; and supports the EMEA region.
Description
Tufin®, the leader in Network Security Policy Orchestration, allows enterprises to streamline the management of security policies across complex, heterogeneous environments. Serving over 2,000 customers, Tufin’s network security automation enables enterprises to implement changes in minutes with proactive risk analysis and continuous policy compliance.
As a Technical Support Engineer- Tier 2 at Tufin you will:
- Provide technical support to worldwide customers and partners using all methods of communication.
- Troubleshoot to full resolution of issues within the Tufin suite and OS
- Maintain individual ticket queue and responsible for all communication with customer, including being the liaison between customer and internal resources.
- Support the implementation and integration of Tufin products within customers’ infrastructure
- Help to document best practices in maintaining Tufin solutions
- Develop a deep understanding of the customers’ technical environment
- Support the EMEA region
- At least 2 years of experience in related technical customer support in global companies
- Strong technical troubleshooting and problem solving skills
- Customer support and customer facing skills
- Excellent interpersonal and verbal communication and the ability to generate strong and lasting relationships with our customers
- Good understanding of networks, protocols and internet technologies -Routing, NAT, Advanced TCP/IP etc. (1-2 years of experience with leading vendor’s equipment)
- Knowledge & Experience (1-2 years) with Firewall technologies of leading vendors (Check Point, Cisco, Juniper, Fortigate, Palo-Alto, etc.)
- Knowledge & Experience in Linux
- Excellent English level, both written and oral
- Team Player – ability to work well in a close team environment
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