As an Escalations TL, you will lead a team of engineers to troubleshoot and resolve complex customer issues escalated from Technical Support. Your role involves diagnosing problems, creating solutions, and collaborating with R&D teams, while also mentoring your team and improving support efficiency.
Description
We are inviting you to Join Tufin and enjoy:
- A people centric culture, an open atmosphere and opportunities to career growth.
- Great Mentors - company culture of knowledge sharing where you will learn from leading tech experts.
- Opportunity to make a difference - whatever your passion, your inspiration is welcome.
- Business stability - in 2025 Tufin celebrates 20 years of activity, Tufin has over 2,000 worldwide customers.
- Being a part of the Cyber Security industry - Cyber security is hot!
As an Escalations TL at Tufin, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
- Lead a team of escalation engineers: manage, mentor, and cultivate growth.
- Help your team members to Analyze, diagnose, debug and solve complex issues that 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 2 years of proven software team leader roles.
- At least 3 years of solid programming experience in Java server-side development in a Linux environment.
- At least 2 years of experience in running Kubernetes in production.
- Experience in Linux administration.
- Excellent troubleshooting skills.
- Ability to multitask, organize, and prioritize work.
- Excellent verbal and written communication skills (including technical writing) in a multi-cultural working environment.
- Previous experience in R&D escalations, Tier-3 or customer-facing positions.
- Ability to communicate effectively, responsibly and respectfully with customers.
Nice to have knowledge and experience:
- Experience with Spring and Hibernate frameworks.
- Experience with REST APIs.
- Experience with Golang.
- Experience with monitoring distributed systems and virtualization.
- ELK, Grafana, Prometheus, Loki, monitoring tools.
- NGINX and NGINX ingress controller configuration.
- Kubernetes networking.
Top Skills
Go
Java
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