Who we are
Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises around the world.
We believe in giving our Tier-1 customers around the world real value by offering them cutting-edge solutions that make their networks smarter and their users more secure.
At Allot, you’ll have the opportunity to grow both professionally and personally in a dynamic environment that values diverse perspectives and encourages collaboration with individuals who are committed to go the extra mile to succeed.
What we’re looking for
A Technical Support Engineer to support our Communication Service Providers clients in APAC & EMEA region - this is an opportunity to join the Global Customer Services team of a leading Network Intelligence and Cybersecurity solutions for Tier1 global telcos.
Responsibilities:
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Provide Technical Support to customers and partners
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Provide technical services include writing scripts, troubleshooting and best practices to customers
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Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
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Provide fault isolation and root cause analysis for technical issues
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Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
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Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
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Provide configurations, troubleshooting and best practices to customers.
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Work with our Engineering team and influence the operability of the product.
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Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis.
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Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
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Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
Requirements:
- 5+ years of relevant support experience
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Required experience with supporting software products.
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Required strong experience with Linux OS based applications (Installation, troubleshooting, Debugging).
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Required strong experience with Cloud infrastructure such as K8S and/or AWS.
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Knowledge of SIEM, vulnerability management tools and firewalls.
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Experience understanding ISP networks, Diameter Protocol, 4G/5G call flows.
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Experience with batch scripting and Python is a plus.
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Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
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BS/MS or equivalent experience required.
Region (Website):
Asia Pacific
