Escalations Team Lead - Remote

Overview

As an Escalations TL at Tufin, you will lead a team of escalation engineers to resolve complex customer issues and drive timely resolutions.

In Short

• Lead a team of escalation engineers.
• Analyze, diagnose, debug, and solve complex customer issues.
• Take ownership of escalations and drive timely resolutions.
• Create and implement diagnostic tools, patches, and fixes.
• Develop solutions based on root cause analysis.
• Coordinate with R&D teams to resolve customer issues.
• Identify patterns in escalated issues and design solutions.
• Provide feedback to R&D for permanent solutions.
• Train Technical Support engineers for efficient case resolution.

Requirements

• At least 2 years in software team leader roles.
• 3 years of programming experience in Java server-side development.
• 2 years of experience running Kubernetes in production.
• Experience in Linux administration.
• Excellent troubleshooting skills.
• Ability to multitask and prioritize work.
• Excellent verbal and written communication skills.
• Experience in R&D escalations or customer-facing roles.
• Effective communication with customers.

Benefits

• People-centric culture and opportunities for career growth.
• Great mentors and knowledge sharing.
• Opportunity to make a difference in the Cyber Security industry.
• Business stability with over 2,000 worldwide customers.