Tier 2 Tech Support - Spanish Speaking

Ref No. CLG1120
Salary $60,000 - $90,000/annum
Benefits PTO, benefits, 401k, many more
Location Mahwah, New Jersey
Job type Permanent
Job Status Open

Introduction

As a Tier 2 Technical Support Engineer, you will support products including: ADC (Application Delivery Controllers) Web Application Firewall (WAF), IPS (Intrusion Prevention System) Products.

Important

Must be able to speak Spanish and English

The Job

Description

This company 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, they are 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 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
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

Paid vacation, personal and sick days plus company paid holidays
Medical and dental coverage - subsidized by company
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

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application.

 

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