Tier 4 Engineer

Tier 4 Engineer - (24000066)

The Tier 4 Engineer serves as the company’s highest level of support and lead technical escalation resource, providing support to internal departments.

Handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion, which can work around, restore, or resolve the customer’s problem.

Work as part of escalation group for issues that have high chances to end up as product limitations and would require a code change, recreates reported issues in the lab with customer's configuration and topology.

Primary Responsibilities
- Receive day to day instructions on for outgoing cases and assignments.
- Demonstrates good judgment to select the best methods and techniques to provide a diverse scope of technical support to troubleshoot and resolve hardware and software issues on Radware product and services, based on data analysis of a complex set of customer specific factors.
- 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 recommendation 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 customer's reported issues are resolved to the client's 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.
- Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
- Provide communication to internal customers, by phone and until a resolution is delivered, providing high customer satisfaction

Knowledge, Skills and Abilities
- Hands-on technical experience preferred with internetworking/data center operations including WAN operations (e.g. DNS, Open SSL, Cryptography, virtualization, etc.), Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g. Redhat) operating systems, VMware or equivalent hypervisors and network hardware preferred. Potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, IPS/IDS, Malware, Application Firewalls, etc.). Experience with various vendors routing and switches gear.
- 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.

Qualifications:

- 5+ years of working experience in the data networking industry.
- BS/MS in a computer related field or equivalent work experience.
- Any of the advanced networking certifications is preferred (CCIE, CCNP, JNCIE, or JNCIP).
- In depth knowledge and experience, troubleshooting Layer-2/3 protocols for example, VLANs, VRRP, OSPF, BGP, ISIS, IPv4/6, ARP, RIP, NAT, and Layers 4-7 protocols (TCP, UDP).
- Experience with firewalls, network security, cloud setups and/or Application Delivery Switches (Server Load Balancers) is preferred.
- Excellent verbal and written communication and organization skills.
- Demonstrated strong analytical, troubleshooting, and problem-solving skills.
- Demonstrated strong leadership skills.

Primary Location: CO-CO-Bogota

Work Locations: Radware Colombia, Bogota Ak. 9 #115-06 Oficina 605 - Edificio TierraFirme Bogota 110221

Job: Technical Support