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Senior Technical Support Engineer

SAM Seamless Network

SAM Seamless Network

Software Engineering, IT, Customer Service
Tel Aviv-Yafo, Israel
Posted on Tuesday, January 9, 2024

Senior Technical Support Engineer

  • People & Operations
  • Tel-Aviv, Israel
  • Senior
  • Full-time

Description

About The Position:

We are looking for a Senior Technical Support Engineer to join us!

On your day-to-day work, you will act as an escalation focal point for Customer Technical Support teams for Tier 1 Support, and Operations teams. Be responsible for performing deep investigations and solving complicated issues.

Main Responsibilities:

  • Acting as Tier2+3 support escalation team member, investigating, and solving customer and monitoring issues.
  • Triage support tickets
  • Conducting root cause analysis
  • Working closely with DevOps and Embedded teams in the R&D organization to resolve customer issues quickly and effectively.
  • Prioritizing customer issues according to their business priority.
  • Acting as the technical leader: mentoring fellow engineers and employing technical expertise in driving decisions.
  • Identify support tools gaps, enhance needs, and propose solutions.
  • Understanding business requirements and converting them into ticket/issue resolution.

Requirements

  • At least 5 years of experience and relevant background in supporting Cloud/SaaS-based solutions.
  • Deep understanding of the OSI Model (focusing on L1-L7)
  • Proven scripting skills (i.e Shell-scripting, Python)
  • Experience with SaaS applications.
  • Excellent Understanding of APIs, using Postman or similar.
  • Deep understanding Linux OS, Kernel,and user space, debugging Command & tools.
  • Analyzing data using tools like Grafana, Kibana, Wireshark
  • Ability to communicate a negative answer (i.e. to a customer) effectively.
  • Outstanding communication skills in both Hebrew and English.
  • Ability to write technical guides and explain technical concepts to a non-technical audience.
  • Ability to learn a highly complex system in a short timeframe.
  • Problems solving – understanding what the customer needs (not what he wants) and providing a good enough solution.

Advantages

  • B.Sc. degree
  • Proven scripting skills (i.e Shell-scripting, Python)
  • Experience with Cloud WAF and CDN / Cyber Security background
  • Technical certifications such as JNCIA/CCNA/DBA etc