Regional Information Security Officer managing security protocols and compliance for KARL STORZ. Leading local ISOs and enhancing information security measures across subsidiaries.
About the role
- Support Engineer delivering technical solutions to customers and partners at Gigamon. Collaborating with cross-functional teams to resolve complex issues and improve customer satisfaction.
Responsibilities
- Deliver exceptional user support using SalesForce Service Cloud software
- Interact with customers/partners through case management systems, phone, email, and screen-sharing sessions
- Serve as the customer’s main contact for providing accurate and creative technical solutions to reported issues
- Update and document the details of technical issues, solutions, follow-up conversations, escalations, and resolutions in the case management system
- Contribute to knowledge base articles to help customers resolve issues independently
- Apply advanced troubleshooting techniques, including isolating, replicating, and creating workarounds for complex problems spanning multiple products/features
- Report defects to Engineering after lab replication, ensuring they meet Escalation standards
- Collaborate with the Support organization to drive process improvements and participate in support initiatives
- Participate in on-call rosters as needed to provide after-hours support for emergencies
- Manage customer escalations, ensuring timely resolution and maintaining open communication with all involved parties
- Work with cross-functional teams to convey customer concerns and advocate for their needs
Requirements
- Must have current security clearance
- Bachelor’s degree in Computer Science, Computer Technology, or a related technical discipline, or equivalent professional experience
- Fluent in both English and Hebrew (verbal and written)
- 8+ years of technical support experience in networking or security
- Hands-on experience with L2/L3 technologies such as Ethernet, TCP/IP, routing protocols, switching technologies, stacking, and QoS
- Strong understanding of TCP/IP and the OSI networking model
- Demonstrated problem-solving and multitasking abilities, with strong organizational and prioritization skills
Benefits
- Great Place to Work certified
- Supportive team environment
- Collaboration and having fun at work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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