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TITLE

 

Tier 3 Support Engineer

COMPANY

 

CyberX

LOCATION

 

Herzliya, IL

Description

CyberX is looking for a Tier 3 Support Engineer to join our Team.
The Role will include working closely with our worldwide customers and partners, our R&D, product and Customer Success teams to solve complex cases in creative ways, create knowledge and help drive our constant product improvements.

Responsibilities:

  • The Teir 3 Support Engineer will be the focal point for technical issues and troubleshooting problems. He will be working closely with R&D teams, Product, CSM and customers.
  • The ideal Technical Support Engineer will take ownership of complex support issues and be passionate on solving challenges in a creative way with a positive attitude.
  • Perform in-depth troubleshooting including DB analysis, reading system logs and debugging product code to identify and solve complex support issues that were escalated by other support levels.
  • Create reproducible test cases for R&D to resolve.
  • Maintain a low rate of non-bug escalations to development teams.
  • Create knowledge, technical notes and troubleshooting procedures to be used by the entire Support and customer success organization.
  • Assist with network architecture solutions for product deployments
  • Manage assigned cases to meet service level agreements, while continuously providing updates to the business.

The Skills And Experience You Will Bring

  • 5+ years of experience in similar technical support – MUST
  • Proficient in Linux environment
  • Code development background in at least one language – can read other people’s code and test it (JAVA, JavaScript, Python)
  • Experience in debugging server side code
  • Experience with HTML
  • Experience analyzing and monitoring TCPIP networks
  • Experience in different network architectures
  • Experience with VM environments (VCenter, Vsphere)
  • Proficient with Wireshark
  • Knowledge in databases
  • Fluent English and excellent customer facing and communication skills (verbal and written) – a must
  • Multi-tasking, self-learning, highly motivated and a team player
  • Experience in a multinational organization – advantage
  • Experience in the field of cybersecurity – advantage
  • Strong, creative analytical, problem-solving and troubleshooting skills
  • Willingness to travel ~20%

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