Tier 3 Support Engineer

About the Role

Job Description • Technical Troubleshooting and Support:• Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality. • Work closely with customers and internal teams to diagnose and resolve complex technical challenges. • Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions. • Escalation Management:• Take ownership of escalated support cases, ensuring timely and thorough resolution. • Identify patterns in recurring issues and contribute to permanent fixes or workarounds. • Collaborate with development and product teams to address root causes and improve application reliability. • Customer Communication:• Maintain clear, professional, and proactive communication with customers throughout the support lifecycle. • Ensure solutions are tailored to meet customer needs while setting accurate expectations. • Professional Services Collaboration:• Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction. • Assist with onboarding, integrations, and custom configurations as needed. Qualifications • Experience: • Technical Expertise:• 3+ years of experience in technical support (Tier 3), professional services, or a customer-facing role within the cybersecurity or cloud computing fields. • Strong familiarity with cloud and SaaS environments (AWS, Azure, GCP) • Experience troubleshooting and debugging application-related issues in distributed cloud-based systems. • Experience with Kibana, Elasticsearch or similar • Strong knowledge of networking concepts and protocols, including TCP/IP, DNS, HTTP/S, VPNs, routing, and traffic analysis. • Hands-on experience with firewalls, network security platforms (from vendors such as Check Point, Palo Alto Networks, Fortinet, Cisco, or similar.), firewall policies, access control, and enterprise security architectures. • Automation and Scripting:• Proficiency in scripting or automation tools and languages such as Python, Bash, or similar. • Communication and Problem-Solving:• Exceptional analytical and troubleshooting skills, particularly with application-level issues. • Strong verbal and written communication skills to bridge technical concepts for diverse audiences. Key Attributes: • Keen attention to detail with a proactive mindset. • Ability to independently manage multiple high-priority issues simultaneously. • Collaborative team player with the ability to work effectively across departments. • Customer-centric approach with a strong passion for resolving technical challenges. Advantages: • Familiarity with containerization technologies (e.g., Docker, Kubernetes). • Experience analyzing network traffic using tools such as Wireshark, tcpdump, or similar. • Hands-on experience with cybersecurity technologies and tools such as SIEMs, NIST frameworks, Nuclei, Shodan, etc. • Knowledge of application security practices and protocols. • Prior Experience in Intelligence • Experience with Data Pipelines • Experience working with Salesforce as a ticketing system • Familiarity with Jira • Experience with monitoring and visualization tools (Grafana, Prometheus, etc.) • Working knowledge in Linux environment

Workplace

• Tel Aviv-Yafo