Technical Escalation Engineer
Forcepoint
- תל אביב
- משרה קבועה
- משרה מלאה
- Troubleshooting complex software modules based on written and verbal descriptions provided by technical support, sales, account managers, and customers.
- Participation in internal and external calls to provide technical insight into the issue experienced by the customer and provide fixes and workarounds.
- Work with QA and development teams to recommend resolutions, provide insights, and make sure issue fixes are being implemented into the products.
- Creation and delivery of training materials for technical support and sales engineers.
- Participation in the creation of internal knowledge base articles.
- Participation in the software early availability activities, deploying beta code, troubleshooting, and delivering feedback.
- Good troubleshooting skills and methodological approach.
- Previous experience with customers (working remotely and/or on-site visits).
- Experience working with cloud and on-premises software.
- Ability to effectively communicate technical and non-technical concepts to both technical and non-technical audiences.
- Ability to learn modern technologies and adapt to changes in requirements or technology stack.
- Excellent team player.
- Capability to prioritize tasks and manage time effectively.
- Ability to pay attention to details in issue descriptions, documentation, and requirements.
- Demonstrated experience in writing code projects with Python – major advantage.
- Knowledge in networking technologies: HTTP, SMTP, SSL, TCP/IP, DNS, network components (routers, switches, firewalls, proxies).
- Demonstrated knowledge in Microsoft products: Windows servers and workstations, Active Directory, Exchange, SharePoint.
- Demonstrated knowledge in MS SQL – advantage.
- Demonstrated knowledge in working with Linux environments – installing, configuring networking, writing bash scripts, and more.
- Prior experience working as software integrator or professional services – major advantage.
- IT experience in SMB or Enterprise organizations – advantage.
- Experience with cloud platforms such as AWS, Azure, or GCP – advantage.