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Tier 2 Technical Support Engineer
hace 4 semanas
Tier 2 Technical Support Engineer - (24000037)
Radware has changed how businesses are securing the digital experience. As a result, it’s now the recognized industry leader and undergoing explosive growth in the rapidly expanding security market.
If you’re an energetic, upstart engineer who enjoys working in a fast-paced environment and interacting with people, this could be the position for you.
As a Tier 2 Technical Support Engineer, you will support Radware products including: ADC (Application Delivery Controllers) Web Application Firewall (WAF), IPS (Intrusion Prevention System) Products. In addition to possessing deep technical knowledge, a TAC Engineer interacts extensively with customers and partners using polite professional etiquette.
**Responsibilities**
- Providing level two technical support for Radware products.
- Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems.
- Take responsibility for customer satisfaction and overall success of the TAC
- Respond in a timely manner (within documented SLA) to support Customer issues and Inquiries.
- Document actions in tickets to effectively communicate information internally and to customers.
- Resolve problems independently and understands the correct escalation procedures.
- Reproducing and debugging customer reported problems in a lab environment, as necessary, and working with engineering and test teams to resolve issues;
- Documenting issues in a knowledgebase format for use both internal and external to Radware;
- Providing 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
- 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
LI-SV1
Primary Location: CO-CO-Bogota
Work Locations: Radware Colombia, Bogota Ak. 9 #115-06 Oficina 605 - Edificio TierraFirme Bogota 110221
Job: Field Support
