Tier 2 Technical Support Engineer - (2200009K) **Description**: Radware has changed how businesses are securing the digital experience. As a result, it’s now the recognized industry leader and undergoing explosive growth in the rapidly expanding security market. If you’re an energetic, upstart engineer who enjoys working in a fast-paced environment and interacting with people, this could be the position for you. As a Tier 2 Technical Support Engineer, you will support Radware products including: ADC (Application Delivery Controllers) Web Application Firewall (WAF), IPS (Intrusion Prevention System) Products. In addition to possessing deep technical knowledge, a TAC Engineer interacts extensively with customers and partners using polite professional etiquette. **Responsibilities**: - Providing level two technical support for Radware products. - Use strong TCP/IP networking skills to perform network troubleshooting to isolate and diagnose common network problems. - Take responsibility for customer satisfaction and overall success of the TAC - Respond in a timely manner (within documented SLA) to support Customer issues and Inquiries. - Document actions in tickets to effectively communicate information internally and to customers. - Resolve problems independently and understands the correct escalation procedures. - Reproducing and debugging customer reported problems in a lab environment, as necessary, and working with engineering and test teams to resolve issues; - Documenting issues in a knowledgebase format for use both internal and external to Radware; - Providing timely feedback into the development process on customer-reported product problems. **Qualifications -** - 1 year experience with hands on troubleshooting Layer 2 and Layer 3 switching and routing - Expert level knowledge and hands-on experience with L2/L3 Switching/Routing, TCP/IP, IPv4, L4/L7 switching, Firewalls, IDS/IPS, VPN, security consulting, SSL, IPSec. - In-depth understanding of protocol and network analyzers. - Bachelor’s degree is required - Excellent customer service skills - Excellent analytical thinking and problem solving skills - Self-managed and team oriented - Deadline and detail oriented - Highly motivated - Clear understanding of the software development process and lifecycle including the role of customer support and sustaining product engineering in that process. - Proven track record for working with an enterprise and carrier class customer base. **Additional preferred skills/abilities include**: - Experience in Scripting - Experience with penetration testing techniques and tools LI-SV1 Primary Location: CO-CO-Bogota Work Locations: Radware Colombia, Bogota Ak. 9 #115-06 Oficina 605 - Edificio TierraFirme Bogota 110221 Job: Technical Support