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.
Key responsibilities:
1. Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
2. Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
3. Create and implement any necessary diagnostic tools, patches, and fixes
4. Develop a working solution based on the root cause you discover, or escalate to R&D teams
5. Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
6. Identify patterns in escalated customer issues, and then design and implement solutions for our customers
7. 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
8. Train technical support engineers to help them resolve support cases more efficiently
1. At least 6 months of previous experience as software/Automation developer, coding in java
2. Knowledge with Linux
3. Excellent troubleshooting skills
4. Excellent verbal and written communication skills (including technical writing)
5. Previous experience in technical support, QA, customer facing position – an advantage
6. Ability to communicate effectively, responsibly and respectfully with customers
Annual CTC: ₹ 9,00,000 /year
Tufin is the leader in Network Security Policy Orchestration for enterprise cybersecurity. More than half of the top 50 companies in the Forbes Global 2000 turn to Tufin to simplify management of some of the largest, most complex networks in the world, consisting of thousands of firewall and network devices and emerging hybrid cloud infrastructures. Enterprises select the company's award-winning Tufin Orchestration Suite to increase agility in the face of ever-changing business demands while maintaining a robust security posture. The Suite reduces the attack surface and meets the need for greater visibility into secure and reliable application connectivity. Its network security automation enables enterprises to implement changes in minutes with proactive risk analysis and continuous policy compliance. Tufin serves over 1,900 customers spanning all industries and geographies; its products and technologies are patent-protected in the U.S. and other countries. Visit us at www.tufin.com
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