Tier 3 support Engineer

Hiring manager: Assaf Arbely

Israel, Herzliya / Job ID: A8.B1B


The Verint CES Mobile team is seeking to add an engineer to our support Tier 3 who would be instrumental in troubleshooting of our existing solution. This hands-on position requires broad engineering competence and in-depth technical knowledge of web-based, server-side solutions, as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment. Successful candidates must 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 successful resolution while communicating with the end customer.



As a T3 engineer you will have the following responsibilities:


  •  Independently troubleshoot customer issues, research solutions and resolve complex problems by analyzing product & systemic issues (Network, OS)
  • Have a good high-level system understanding
  • Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature
  • Working with Engineering to provide serviceability items in legacy and new features
  •   Windows OS knowledge is a must. Linux OS – advantage
  •  Knowledge of communication protocols, WEB services and App-Servers

 Customer Satisfaction:

  •   Willingness to “go the extra mile” to get the job done within SLAs and customer commitments
  •  Proven customer communication skills, work with partners and customers
  • Ability to manage escalations by driving actions within Tier3 and Engineering on one hand and provide timely and clear statuses to the organization
  • Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously
  • Occasionally visit customer sites

Experience & Education: 

  •  1 or more years’ experience in providing technical support (advantage: for enterprise)
  •  Advantage: experience as an IT Engineer

Personal Skills:

  • Good interpersonal skills
  •  Good written and verbal communication skills in English
  •  Team player
  •  Ability to follow process but to remain flexible in achieving project objectives
  • Ambitious, motivated, eager to learn and demonstrate values
  • Working off-hours
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