Senior Technical Support Engineer
hace 4 semanas
The Senior Technical Support Engineer serves as the highest level of support and lead technical escalation resource for Radware, providing expert support to internal departments.
Key Responsibilities:- Receive day-to-day instructions on outgoing cases and assignments.
- Demonstrate good judgment to select the best methods and techniques to provide technical support to troubleshoot and resolve hardware and software issues on Radware products and services.
- Perform verification testing and best effort recreate attempts on customers' reported potential defects or limitations.
- Assist Tier 2 and Tier 3 support engineering, troubleshoot, and resolve highly complex networking problems.
- Provide advanced configuration recommendations and assistance in customer deployments.
- Work with sustaining, software development, and hardware engineering teams to investigate and resolve software and hardware defects.
- Analyze data traces and debugs using protocol analyzers to identify anomalies and determine solutions.
- Document and chronicle events, troubleshooting steps, and status in the CRM escalation tool.
- Ensure customers' reported issues are resolved to their satisfaction in a timely manner.
- Drive improvement in software supportability features and participate in support readiness for product launch.
- Contribute to technical documentation/knowledge base for internal and/or external use.
- Hands-on technical experience with internetworking/data center operations, including WAN operations, network protocols, TCP/IP, OSI Model, UNIX or Linux operating systems, VMware or equivalent hypervisors, and network hardware.
- Familiarity with public cloud setups, Azure, Amazon, Google.
- Proficient with Windows OS and Linux.
- Able to work under limited or little instructions on routine work.
- Evidence of building strong internal/external relationships within a team environment.
- Analytical thinker with strong attention to detail.
- Must be able to read, write, and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
- Should be able to effectively relay technical information to internal customers of varying skill levels, including senior technical customer levels.
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