Escalation Team Lead

Job Description

Role & responsibilities: As an Escalations TL at Tufin, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization. Lead a team of escalation engineers: manage, mentor, and cultivate growth. Help your team members to Analyze, diagnose, debug and solve complex issues that 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. Preferred candidate profile At least 2 years of proven software team leader roles. At least 4 years of solid programming experience in Java server-side development in a Linux environment. At least 2 years of experience in running Kubernetes in production. Experience in Linux administration. Excellent troubleshooting skills. Ability to multitask, organize, and prioritize work. Excellent verbal and written communication skills (including technical writing) in a multi-cultural working environment. Previous experience in R&D escalations, Tier-3 or customer-facing positions. Ability to communicate effectively, responsibly and respectfully with customers. Perks and benefits Travel Allowance, medical insurance, hybrid mode, meal vouchers, and office refreshments