As 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 products
- Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
- Create and implement any necessary diagnostic tools, patches, and fixes
- Develop a working solution based on the root cause you discover, or escalate to R&D teams
- Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
- Identify patterns in escalated customer issues, and then design and implement solutions for our customers
- Provide 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 product
- Train Technical Support engineers to help them resolve support cases more efficiently
- At least 2 years of experience as a backend developer, coding with Java (Spring, Hibernate) or C++
- Proficient in SQL
- Knowledge with Linux
- Knowledge of distributed applications
- Excellent troubleshooting skills and a proactive, accountable mindset
- Excellent verbal and written communication skills (including technical writing)
- Ability to communicate effectively, responsibly and respectfully with customers
- Previous experience working in an escalation support or customer-facing engineering role – an advantage
- Familiarity with observability tools (e.g., logs, metrics, traces) – an advantage
At Tufin, we believe that diversity fuels innovation and that every voice matters. We’re committed to creating an inclusive environment where people of all backgrounds, identities, and experiences feel valued and empowered to bring their whole selves to work.
We welcome applicants regardless of race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, disability, or veteran status. If you’re passionate about what you do and excited by our mission, we want to hear from you — even if your experience doesn’t perfectly align with every requirement.
