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Senior Escalations Engineer

Company: Tufin
Location: Akron
Posted on: November 11, 2019

Job Description:

Responsibilities:

  • Provide in-depth technical troubleshooting for escalated issues originating from Tufin's technical support team, focused on Tufin's software and hardware.
  • Maintain individual escalation ticket queue and responsible for driving productive internal communication between our technical support team, R&D, and appropriate internal issue stakeholders.
  • Triage and assist in root cause analysis of complex and high-visibility issues, using deductive logic and reasoning, trace analysis, debugging tools, and internal software resources.
  • Troubleshoot to problem resolution, or to issue reproduction, of escalated issues.
  • Help to document resolved issues and assist in training support engineers to reduce repeat incidence of identified product issues.
  • Develop a deep understanding of Tufin's software and hardware, to best assist with job duties.Software leveraged by Tufin include: CentOS/Red Hat Enterprise Linux, Apache HTTP Server, Apache Tomcat, PostgreSQL, ActiveMQ, Python, Expect
    Requirements
    • 5+ years operations/engineering experience of UNIX/Linux servers, virtualization
    • Strong understanding of networks, protocols and internet technologies (Routing, NAT, Advanced TCP/IP, Syslog, NTP, etc.)
    • Strong proficiency with X.509 certificates and SSL/TLS usage and troubleshooting
    • Experience with SQL queries is a plus
    • Experience in scripting languages (BASH, Python, Perl, etc.)
    • Proficiency in software/protocol analysis and debugging tools (strace/truss, gdb, tcpdump, etc.)
    • Experience in Java application server debugging is a plus
    • Experience in firewall administration/configuration is a plus (Check Point, Palo Alto Networks, Cisco, Juniper, Fortinet, etc.)
    • Excellent interpersonal, verbal & written communication, technical writing, critical thinking & analytical skills
    • Loyal, reliable, devoted & conscientious
    • Highly responsible and accountable

Keywords: Tufin, Akron , Senior Escalations Engineer, Engineering , Akron, Ohio

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