The Technical Support Engineer will provide support for customers in the APAC & EMEA regions, including troubleshooting, managing support cases, and publishing technical documentation while working with the Engineering team.
Description
Who we are
Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises around the world.
We believe in giving our Tier-1 customers around the world real value by offering them cutting-edge solutions that make their networks smarter and their users more secure.
At Allot, you’ll have the opportunity to grow both professionally and personally in a dynamic environment that values diverse perspectives and encourages collaboration with individuals who are committed to go the extra mile to succeed.
What we’re looking for
A Technical Support Engineer to support our Communication Service Providers clients in APAC & EMEA region - this is an opportunity to join the Global Customer Services team of a leading Network Intelligence and Cybersecurity solutions for Tier1 global telcos.
Responsibilities:
- Provide Technical Support to customers and partners
- Provide technical services include writing scripts, troubleshooting and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Provide configurations, troubleshooting and best practices to customers.
- Work with our Engineering team and influence the operability of the product.
- Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.
- Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
- Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
- 5+ years of relevant support experience
- Required experience with supporting software products.
- Required strong experience with Linux OS based applications (Installation, troubleshooting, Debugging).
- Required strong experience with Cloud infrastructure such as K8S and/or AWS.
- Knowledge of SIEM, vulnerability management tools and firewalls.
- Experience understanding ISP networks, Diameter Protocol, 4G/5G call flows.
- Experience with batch scripting and Python is a plus.
- Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
- BS/MS or equivalent experience required.
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