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17/2
102 ๐Ÿ‘€
SAM seamless network
Senior Technical Support Engineer
SAM is a leading provider of security and...


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 โ€“ 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 

Feb 17, 6:25 PM

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