R&D Escalations Engineer

Tufin®, the leader in Network Security Policy Orchestration, allows enterprises to streamline the management of security policies across complex, heterogeneous environments. Serving over 2,000 customers, Tufin's network security automation enables enterprises to implement changes in minutes with proactive risk analysis and continuous policy compliance.Role Description & ResponsibilitiesAs the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our productsTake ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customersCreate and implement any necessary diagnostic tools, patches, and fixesDevelop a working solution based on the root cause you discover, or escalate to R&D teamsAct as the technical focal point for coordinating with the R&D teams helping you resolve the customer issueIdentify patterns in escalated customer issues, and then design and implement solutions for our customersProvide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the productTrain Technical Support engineers to help them resolve support cases more efficientlyRequirements:At least 3 year of previous experience as software/Automation developer, coding in java / C++Knowledge with LinuxExcellent troubleshooting skillsExcellent verbal and written communication skills (including technical writing)Previous experience in technical support, QA, customer facing position - an advantageAbility to communicate effectively, responsibly and respectfully with customers PRB