R&D Escalations Engineer

Tufinis the leader in Network Security Policy Orchestration, allows enterprises to streamline the management of security policies across complex, heterogeneous environments
Serving over 2,500+ customers, Tufins network security automation enables enterprises to implement changes in minutes with proactive risk analysis and continuous policy compliance, Role Description & Responsibilities As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization, Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers Create and implement any necessary diagnostic tools, patches, and fixes Develop a working solution based on the root cause you discover, or escalate to R&D teams Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue Identify patterns in escalated customer issues, and then design and implement solutions for our customers Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product Train Technical Support engineers to help them resolve support cases more efficiently Requirements: At least 2 years of experience as a backend developer, coding with Java (Spring, Hibernate) or C++ Proficient in SQL Knowledge with Linux Knowledge of distributed applications Excellent troubleshooting skills and a proactive, accountable mindset Excellent verbal and written communication skills (including technical writing) Ability to communicate effectively, responsibly and respectfully with customers Previous experience working in an escalation support or customer-facing engineering role an advantage Familiarity with observability tools (, logs, metrics, traces) an advantage