R&D Escalations Engineer

Tufin® is 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, Tufin’s 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 3 years of previous experience as software/Automation developer, coding in java
• Knowledge with Linux
• Excellent troubleshooting skills
• Excellent verbal and written communication skills (including technical writing)
• Previous experience in technical support, QA, customer facing position – an advantage
• Ability to communicate effectively, responsibly and respectfully with customers