we are seeking qualified Tier 2 Senior technical support professionals to expand its TAC team. The Tier 2 Senior Engineer handles complex, high-priority customer cases, acts as the first escalation point, and contributes to technical leadership and mentorship within the team.
What will you do?
TAC Engineers perform the following duties:
Provide level-2 and advanced technical support for complex and high-severity customer issues
Troubleshoot advanced networking and security problems across ADC, WAF, and IPS products
Take full ownership of escalated cases, including premium and managed customers
Act as the first escalation point for Tier 2 engineers
Reproduce and debug complex issues in lab environments and work closely with engineering teams
Lead investigations requiring deep analysis, data collection, and recreations
Participate in incident handling and contribute to Root Cause Analysis (RCA)
Create and maintain technical Knowledge Base articles for complex scenarios
Mentor Tier 2 engineers and support onboarding and training activities
Provide technical guidance and share best practices across the team
Requirements: Expert-level knowledge and hands-on experience with L2/L3 networking, including switching, routing, TCP/IP (IPv4), and L4/L7 traffic handling, with strong understanding of web and application flows.
Strong expertise in security technologies including WAF, Firewalls, IDS/IPS, VPN, SSL/TLS, and IPsec, with the ability to troubleshoot and mitigate complex network and application-layer attacks.
In-depth experience with protocol analysis and packet inspection, using network troubleshooting tools (e.g., packet capture and traffic analyzers) to diagnose complex issues and reproduce real customer scenarios.
What you need:
Minimum of 5 years of experience in technical support for networking or security products
Proven ability to independently troubleshoot complex issues
Excellent analytical thinking and problem-solving skills
Strong communication skills in English (written and verbal)
Experience working with enterprise or premium customers
Self-managed, team-oriented, and highly motivated
This position is open to all candidates.