Technical Support Expert Tier3

Job Description

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough… Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too. For nearly 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends and help make the world a safer place with leading investigative analytics software solutions. We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity. Cognyte's global service organization plays a significant role in customer satisfaction and loyalty, solutions stability and integrity in cyber intelligence products. The candidate will join the global services group of SMEs (subject matter experts) that maintain and engineer customers’ support labs, interact with project managers, QA and development teams. The groups activity revolves around application support. The team player is expected to perform expert level debug and analysis based on logs / Wireshark captures and tools, advocate customers' needs to R&D for product improvement and implement solutions and fixes on production systems on time and quality. Job Summary Technical support expert (Tier3) service escalation engineer. Direct interface with product development and foreign offices support teams. Skills And Qualification The Technical Support Expert will be expected to: Have hands-on analytical and troubleshooting skills, eagerness to learn technologies Be customer oriented, have good verbal and written communication skills in English Be a self-starter, a multitasker, independent, responsible Have good inter-personal communication with other team players Be able to learn fast Be available to provide support beyond office hours Be willing to travel abroad (20%) Requirements: Technical Requirements Bachelor of Science or practical engineering degree in computer science - Advantage Еngineering degree in computer science -Advantage At least 3 years of relevant experience supporting of complex technology solutions – Mandatory Strong analytical and technical skills in the following areas: Experience with troubleshooting of multiple Operating Systems (Windows, Linux) including basic administration, configuration optimization, desktop domains (active directory) and Windows security experience – Mandatory Practical experience with Docker and Kubernetes– Mandatory Virtual Environment technologies (VMWare, Hyper-V) – Mandatory Databases hands-on (MS SQL, Sybase, other) author queries, stored procedures – Mandatory Experience with Jenkins, Ansible, Vault, Hadoop cluster – Big advantage LTE, UMTS, GPRS, GSM, CDMA solutions familiarity – Advantage Powershell, Bash, Python scripts, DevOPS knowledge – Advantage Familiarity with Storage and raid configuration, Netapp, EMC – Advantage TDM/IP/VoIP communication flows and debug of SIP-RTP – Advantage Knowledge of widely used protocols – TCP/IP, Mail, HTTP etc. – Advantage