Technical support expert (Tier3) – Front End

Job ID: 29.F07


Verint’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 expert) that maintain and engineer customers’ support labs, interact with project managers , QA and development teams. 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.  

We are currently looking for a Technical support expert (Tier3), a service escalation engineer for Telephony / VoIP or IP communication solutions, that will have direct interface with product development and foreign offices support teams.

Skills and qualification:

·        Analysis and troubleshooting hands-on , eager to learn technologies  

·        Customer oriented, good verbal and written communication skills in English

·        Self-starter, multitasking, independent, responsible.

·        Good inter-personal communication with other team players

·        Presentation skills in-front of customers

·        Ability to learn fast

·        Availability to provide support beyond office hours

·        Willingness to travel abroad (20%)

Technical Requirements:

·        BSc or practical engineering degree in electronics or computer science

·        At least 3 years of relevant experience supporting of complex technology solutions - Mandatory

·        Strong analytical and technical skills in following areas:

o   TDM/IP/VoIP communication flows and debug of SIP-RTP or SS7 – Mandatory

o   Hands-on troubleshooting of Windows server /client or Linux server/client OS – Mandatory

o   Experience with wireshark or tcpdump analysis – Mandatory, LUA knowledge – Advantage

o   Experience with AAA protocols (Radius, Diameter) , tunneling (GTP), or understanding SSL ,HTTPS, SCTP, Sigtran, TLS, IPSEC – Advantage

o   Powershell, Bash , Python scripts development / DevOPS knowledge – Advantage 

o   Familiarity with HW :  HP /Dell Servers. ILO/iDRAC, Raid technology – Advantage

o  Transmission equipment experience (STM, E1, T1, SDH) – Advantage 

o  Satellite (RF, DCME) communication experience – Advantage 

o  LTE, UMTS, GPRS, GSM, CDMA solutions familiarity – Advantage

o   Knowledge and analysis of LI ETSI/ CALEA protocols, ASN format  – Advantage

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