Technical Support Specialist

hace 1 semana

Bogotá, Bogotá D.E., Colombia Radware A tiempo completo

Radware is a leading provider of cyber security and application delivery solutions. We are seeking a skilled Technical Support Specialist to join our team and provide effective technical support to customers and partners.

The ideal candidate will have a strong background in network engineering and cyber security, with experience in troubleshooting and resolving complex technical issues. They will also possess excellent communication and problem-solving skills, with the ability to work in a fast-paced environment.

Responsibilities:

  • Provide level two technical support for Radware products
  • Use strong TCP/IP networking skills to perform network troubleshooting
  • Take responsibility for customer satisfaction and overall success of the TAC
  • Respond in a timely manner 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 work with engineering and test teams to resolve issues
  • Document issues in a knowledgebase format for use both internal and external to Radware
  • Provide timely feedback into the development process on customer-reported product problems

Qualifications:

  • 1 year experience with hands-on troubleshooting Layer 2 and Layer 3 switching and routing
  • Expert-level knowledge and hands-on experience with L2/L3 switching/routing, TCP/IP, IPv4, L4/L7 switching, Firewalls, IDS/IPS, VPN, security consulting, SSL, IPSec
  • In-depth understanding of protocol and network analyzers
  • Bachelor's degree is required
  • Excellent customer service skills
  • Excellent analytical thinking and problem-solving skills
  • Strong verbal (phone) and written (email) communication skills
  • Self-managed and team-oriented
  • Deadline and detail-oriented
  • Highly motivated
  • 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 for working with an enterprise and carrier-class customer base

Additional preferred skills/abilities include:

  • Experience in scripting
  • Experience with penetration testing techniques and tools

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