Tier 2 Technical Support Engineer


Description

Radware has changed how businesses are securing the digital experience. As a result, it’s now the recognized industry leader and undergoing explosive growth in the rapidly expanding security market.

A leading provider of cyber security and application delivery solutions, Radware (RDWR) is looking for a Tier 2 Technical Support Engineer to fuel the success of customers by providing effective technical support to customers and partners alike to ensure the success of the organization.

If you’re an energetic, upstart engineer who enjoys working in a fast-paced environment and interacting with people, this could be the position for you.

As a Tier 2 Technical Support Engineer, you will support Radware products including: ADC (Application Delivery Controllers) Web Application Firewall (WAF), IPS (Intrusion Prevention System) Products.  In addition to possessing deep technical knowledge, a TAC Engineer interacts extensively with customers and partners using polite professional etiquette.
 

Responsibilities

  • Providing level two technical support for Radware products.
  • Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems.
  • Take responsibility for customer satisfaction and overall success of the TAC
  • Respond in a timely manner (within documented SLA) to support Customer issues and Inquiries.
  • Document actions in tickets to effectively communicate information internally and to customers.
  • Resolve problems independently and understands the correct escalation procedures.
  • Reproducing and debugging customer reported problems in a lab environment, as necessary, and working with engineering and test teams to resolve issues;
  • Documenting issues in a knowledgebase format for use both internal and external to Radware;
  • Providing timely feedback into the development process on customer-reported product problems.
 

Requirements

  • Bachelor’s degree is required with 2 – 5 years or Master’s degree
  • Excellent customer service skills
  • Excellent analytical thinking and problem solving skills
  • Strong verbal (phone) and written (email) communication skills in English
  • Spanish speaking is a plus
  • Self-managed and team oriented
  • Deadline and detail oriented
  • Highly motivated
  • Must have advanced skills/knowledge in the following:
  • Expert level knowledge and hands-on experience with L2/L3 Switching/Routing, TCP/IP, IPv4, L4/L7 switching, Firewalls, IDS/IPS, VPN, security consulting, SSL, IPSec.
  • In-depth understanding of protocol and network analyzers.
  • Clear understanding of the software development process and lifecycle including the role of customer support and sustaining product engineering in that process.
  • Proven track record for working with an enterprise and carrier class customer base.
 

Additional preferred skills/abilities include:

  • Experience Perl Scripting
  • Experience with penetration testing techniques and tools
 

Benefit Summary

United States

Radware US provides a comprehensive benefits package for all full-time employees and their dependents including:

  • Paid vacation, personal and sick days plus company paid holidays
  • Medical and dental coverage – subsidized by Radware
  • Company paid vision plan  
  • 401K match
  • Company-paid life and AD&D insurance  
  • Company paid Short Term and Long Term disability insurance
  • Flexible spending account (medical/dependent care)  
  • Employee Assistance Program
  • Employee Recognition Program  
  • Employee referral bonus

Canada

Radware Canada provides 100% company-paid benefits for all full-time employees and their dependents including:

  • Medical, dental and vision insurance
  • Short/long term disability  
  • Accidental death and dismemberment insurance
  • Life insurance

How to Apply

To apply for the above position, please fill out the consent form below and agree to our terms for applying online. If you wish to apply, but not to submit the form below, please contact us at hr.americas@radware.com.

Radware will process your Personal Data for recruitment purposes only. Your data will be stored in our Applicant Tracking System, [which stores data in the U.S and is fully compliant with EU data protection laws], and will not be shared with anyone else. Even if the position has been filled, We would like to keep your data in our database for future positions. In the Radware privacy policy, you will find information about our compliance with GDPR (data protection law.) It also includes instructions on how to request access to your data, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You have the right to lodge a complaint about the way we handle your data. You can contact dpo@radware.com for more information or with concerns: