Escalations TL

As an Escalations TL at Tufin, your role will involve using your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization. You will have the opportunity to lead a team of escalation engineers, managing, mentoring, and cultivating their growth. Your responsibilities will include analyzing, diagnosing, debugging, and solving complex issues that customers sometimes experience while using Tufin products. You will be expected to take ownership of escalations and effectively drive the issues to a timely resolution, both offline and via online sessions with customers. Additionally, you will create and implement any necessary diagnostic tools, patches, and fixes, developing working solutions based on root causes you discover, or escalating to R&D teams. Acting as the technical focal point for coordinating with R&D teams will be crucial in resolving customer issues. You will also be responsible for identifying patterns in escalated customer issues and designing and implementing solutions for customers. Providing feedback to R&D regarding common escalated issues and working together to devise permanent solutions will be part of your role. Training Technical Support engineers to help them resolve support cases more efficiently is also expected. Key Responsibilities: - Resolve customer issues escalated to R&D by the Technical Support/Services organization - Lead and manage a team of escalation engineers - Analyze, diagnose, debug, and solve complex customer issues - Take ownership of escalations and drive issues to timely resolutions - Create and implement diagnostic tools, patches, and fixes - Act as the technical focal point for coordinating with R&D teams - Identify patterns in escalated customer issues and design and implement solutions - Provide feedback to R&D and work together to devise permanent solutions - Train Technical Support engineers for efficient resolution of support cases Qualifications Required: - 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 - Excellent troubleshooting skills - Ability to multitask, organize, and prioritize work - Excellent verbal and written communication skills 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 or experience in: - Spring and Hibernate frameworks, REST APIs - Monitoring distributed systems and virtualization - ELK, Grafana, Prometheus, Loki, monitoring tools - NGINX and NGINX ingress controller configuration - Familiarity with Kubernetes, Networking, helm, Golang,