CAREERS – ISRAEL

Tier 4 Support Engineer

Hiring manager: Oded Hartmann

Israel, Herzliya / Job ID: 74.E0B

Description:

  • Verint CES division is seeking to add a sustaining engineer to our customer success technical team, who would be instrumental in troubleshooting our most advanced analytics solution. This hands-on position requires broad engineering competence and in-depth technical knowledge of application software troubleshooting, as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment.

Successful candidates must have an ability to review and analyze problems in code level, be motivated to work in a data-driven environment, have a desire to drive process improvement, and capable of driving high-level ambiguous issues towards a successful resolution.

KEY RESPONSIBILITIES: 

As our team member you will have the following responsibilities:·

  • Troubleshoot customers’ issues, research solutions, and resolve complex system problems by analyzing product & environment issues (WebApps, Network, OS, databases).
  • Be able to troubleshoot issues and deliver code fixes over time
  • Proactive in identifying the critical points of failure, raising flags & escalating issues that are of urgent nature.
  • Working with Engineering teams to provide product improvements to make the system more robust and easier to maintain.

Customer Satisfaction:

  • Willingness to “go the extra mile” to get the job done within SLAs and customer commitments.
  • Proven customer communication skills/state of mind, work with partners and customers.
  • Ability to manage escalations by driving actions within different Engineering levels on one hand and provide timely and clear statuses report to the organization on the other hand.
  • Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously.

Requirements:

  • At least 4-5 years’ experience in providing technical support for enterprise as a Level 3/4 Support engineer.
  • Knowledge in Web servers, SQL queries, Linux, Windows Server and Networking.
  • In-depth application and OS logs analysis abilities
  • Experience in development: JavaScript, C#, Bash and Java knowledge

Personal Skills:

  • Good interpersonal skills
  • Excellent written and verbal communication skills in English
  • Team player
  • Ability to follow the process but to remain flexible in achieving project objectives
  • Ambitious, motivated, eager to learn and fast to adopt new technologies
  • Working off-hours and weekends
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