R&D Escalations Engineer

2 months ago

gurgaon, India Tufin Full time
Tufin®, the leader in Network Security Policy Orchestration, allows enterprises to streamline the management of security policies across complex, heterogeneous environments. Serving over 2,000 customers, Tufin’s network security automation enables enterprises to implement changes in minutes with proactive risk analysis and continuous policy compliance.
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 1 year of previous experience as software/Automation developer, coding in java / C++
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

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