Tufin - Escalation Team Lead - Java (6-15 yrs)

Job Description :

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.

Requirements :

- At least 2 years of proven software team leader roles.

- At least 3 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.

Nice to have knowledge and experience :

- Experience with Spring and Hibernate frameworks.

- Experience with REST APIs.

- Experience with Golang.

- Experience with monitoring distributed systems and virtualization.

- ELK, Grafana, Prometheus, Loki, monitoring tools.

- NGINX and NGINX ingress controller configuration.

- Kubernetes networking.