Tufin - R&D Escalation Engineer

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