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Technical Support Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia Radware A tiempo completo
About the Role

Radware is a leading provider of cybersecurity solutions, and we're seeking a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a critical role in ensuring the success of our customers by providing top-notch technical support for our products.

Key Responsibilities
  • Provide level two technical support for Radware products, including ADC, WAF, and IPS products.
  • Utilize strong TCP/IP networking skills to perform network troubleshooting, isolating and diagnosing common network problems.
  • Take ownership of customer satisfaction and the overall success of the Technical Support team.
  • Respond promptly to support customer issues and inquiries, adhering to documented SLAs.
  • 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 collaborate with engineering and test teams to resolve issues.
  • Document issues in a knowledgebase format for use both internally and externally to Radware.
  • Provide timely feedback into the development process on customer-reported product problems.
Requirements
  • 1 year of 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 required.
  • Excellent customer service skills.
  • Excellent analytical thinking and problem-solving 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 of working with an enterprise and carrier-class customer base.
Preferred Skills
  • Experience in scripting.
  • Experience with penetration testing techniques and tools.