Senior Technical Support Engineer - Enterprise

Role Overview: You will be joining Allot as a Senior Technical Support Engineer to provide support to Communication Service Providers clients in the APAC & EMEA region. This role offers you the opportunity to be a part of the Global Customer Services team of a leading Network Intelligence and Cybersecurity solutions provider for Tier1 global telcos. Your responsibilities will include handling 1st and 2nd level support cases, providing excellent customer service, performing deep problem investigation, offering technical guidance and solutions to customers and partners, collaborating with higher tier support teams, and maintaining direct contact with key customers in the APAC & EMEA region. Key Responsibilities: - Handle 1st and 2nd level support cases professionally and independently via CRM, phone, and email - Provide excellent, dedicated, and proactive support service - Perform deep problem investigation into system logs and behavior - Provide technical guidance and solutions to customers and partners, including problem reproduction and lab simulations - Collaborate with higher tier support teams and travel to customer sites as required - Maintain direct contact with key customers in the APAC & EMEA region to ensure customer satisfaction and success Qualifications Required: - 8+ years of experience in relevant positions - Strong knowledge of Linux system operation & troubleshooting is a must - Excellent troubleshooting techniques to analyze and validate issues - Strong hands-on working knowledge of TCP/IP networks, packet-sniffing, traffic generation, and lab simulations - Detailed understanding of Cyber Security threats, attack types, Firewalls, Malware, content/URL filtering, and DNS Security is a must - Experience in customer care working with CRM systems is a must - Ideally, experience with Microservices, Containers, and Kubernetes - Graduate/Diploma in Computer Science/Electrical/Electronic Engineering Additional Company Details: Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises globally. The company is dedicated to providing cutting-edge solutions that enhance network intelligence and ensure user security. At Allot, you will have the opportunity to grow both professionally and personally in a collaborative and diverse environment that values individual perspectives and encourages success.,