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.
Requirements
- 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.
