Technical Support Engineer (3)

Tel-Aviv, Israel · Full-time

About The Position

We are looking for a Tier 2 Support and NOC engineer to join us! 

As a Tier2 Support and NOC engineer, you will perform the role of Support, NOC, and operations.

On your day-to-day work, you will act as an escalation focal point for Tier1 Support, NOC and Operations teams. be responsible to perform deep investigations and solve complicated issues.

Responsibilities: 

  • Acting as Tier2 support and NOC escalation team member, investigating, and solving customer and monitoring issues.
  • Performing case analysis
  • Reproducing customer issues
  • Triage support tickets
  • Creating dev tickets
  • Providing root cause analysis 
  • Working closely with tier1 support, NOC and Operations engineers, other 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 experience and relevant background in supporting Cloud/SaaS-based solutions.
  • Deep understanding of the OSI Model (focusing on L1-L7)
  • Experience with SaaS applications.
  • Excellent Understanding of APIs, using Postman or similar.
  • Command-line tools (curl, dig, OpenSSL, traceroute, mtr)
  • Analyzing data using tools like grafana, kibana, Wireshark
  • Proven scripting skills (i.e Shell-scripting, Python)
  • Ability to communicate a negative answer (i.e. to a customer) in an effective manner.  
  • Outstanding communication skills in both Hebrew and English.
  • Ability to write technical guides and to 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 in CS or EE
  • Experience with Cloud WAF and CDN / Cyber Security background
  • Technical certifications such as JNCIA/CCNA/DBA etc

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