Escalations TL

We are inviting you to Join Tufin and enjoy:

• A people centric culture, an open atmosphere and opportunities to career growth.
• Great Mentors – company culture of knowledge sharing where you will learn from leading tech experts.
• Opportunity to make a difference – whatever your passion, your inspiration is welcome.
• Business stability – in 2025 Tufin celebrates 20 years of activity, Tufin has over 2,000 worldwide customers.
• Being a part of the Cyber Security industry – Cyber security is hot!

Escalations TL

• Lead a team of escalation engineers: manage, mentor, and cultivate growth.
• Help your team members to Analyze, diagnose, debug and solve complex issues that 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:

1. At least 2 years of proven software team leader roles.
2. At least 4 years of solid programming experience in Java server-side development in a Linux environment.
3. Excellent troubleshooting skills.
4. Ability to multitask, organize, and prioritize work.
5. Excellent verbal and written communication skills (including technical writing) in a multi-cultural working environment.
6. Previous experience in R&D escalations, Tier-3 or customer-facing positions.
7. Ability to communicate effectively, responsibly and respectfully with customers.

Nice to have knowledge or experience in (but not mandatory):

• Spring and Hibernate frameworks, REST APIs.
• Monitoring distributed systems and virtualization.
• ELK, Grafana, Prometheus, Loki, monitoring tools.
• NGINX and NGINX ingress controller configuration.
• A good familiarity with Kubernetes, Networking, helm, Golang.