What are the responsibilities and job description for the Senior Technical Support Engineer position at Tufin?
Responsibilities:
- Provide technical support to worldwide customers and partners using all methods of communication.
- Troubleshoot to full resolution of issues within the Tufin suite and OS
- Maintain individual ticket queue and responsible for all communication with customer, including being the liaison between customer and internal resources.
- Support the deployment, implementation, and integration of Tufin products within customers’ infrastructure
- Help to create and improve documentation of best practices in maintaining Tufin solutions
- Participate in mentoring of other support engineers on your team
- Develop a deep understanding of the customers’ technical environment
Software leveraged by Tufin include: Kubernetes, CentOS/Red Hat Enterprise Linux, Apache HTTP Server, Apache Tomcat, PostgreSQL, ActiveMQ, Python, Expect
Location: Fairlawn, OH / Boston, MA / West Coast
Requirements:
- 5 years implementation/operations experience of Linux servers, virtualization
- Previous customer/end user facing experience as a technical lead
- Strong understanding of networks, protocols and internet technologies (Routing, NAT, Advanced TCP/IP, Syslog, NTP, etc.)
- High level understanding of authentication technologies (LDAP, TACACS, RADIUS, with SAML as a plus)
- Experience with SQL queries is a plus
- Strong proficiency with X.509 certificates and SSL/TLS usage and troubleshooting
- Proficiency in software/protocol analysis and debugging tools is a plus (strace/truss, gdb, tcpdump, etc.)
- Experience in scripting languages (BASH, Python, Perl, etc)
- Excellent interpersonal, verbal & written communication, critical thinking & analytical skills
- Experience in firewall administration/configuration is a plus (Check Point, Palo Alto Networks, Cisco, Juniper, Fortinet, etc.)
- Loyal, reliable, devoted & conscientious
- Highly responsible and accountable