As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
- Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
- Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
- Create and implement any necessary diagnostic tools, patches, and fixes
- Develop a working solution based on the root cause you discover, or escalate to R&D teams
- Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
- Identify patterns in escalated customer issues, and then design and implement solutions for our customers
- Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
- Train Technical Support engineers to help them resolve support cases more efficiently
- 3+ years of experience as DevOps engineer/SRE/Support engineer/Escalation engineer
- Experience in running Kubernetes
- Previous background in Linux
- Development skills in Bash -must
- Excellent verbal and written communication skills (including technical writing)
- Ability to communicate effectively, responsibly and respectfully with customers
- Experience with monitoring distributed systems and virtualization
- ELK, Grafana, Prometheus, Loki, monitoring tools
- NGINX and NGINX ingress controller configuration
- Previous background in DB administration such as Postgres, Mongo, Cassandra, Kafka
- Development skills in Go -Advantage
Skills Required
- 3+ years of experience as DevOps engineer/SRE/Support engineer/Escalation engineer
- Experience in running Kubernetes
- Previous background in Linux
- Development skills in Bash
- Experience with monitoring distributed systems and virtualization
- Experience with ELK, Grafana, Prometheus, Loki
- NGINX and NGINX ingress controller configuration
- Previous background in DB administration such as Postgres, Mongo, Cassandra, Kafka
- Development skills in Go
What the Team is Saying
Tufin Compensation & Benefits Highlights
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Leave & Time Off Breadth — Flexible or unlimited PTO with paid holidays, sick time, bereavement, and volunteer days is highlighted and described as usable in practice. Feedback suggests time‑off flexibility is supported by a hybrid work model.
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Healthcare Strength — Comprehensive medical, dental, vision, mental‑health support, and life/disability coverage are paired with FSA/HSA options. Wellness and EAP offerings, including yoga, meditation, and fitness activities, broaden support.
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Parental & Family Support — Parental leave is emphasized and described positively, with a mother’s room where available. Family medical leave and related support indicate meaningful attention to caregivers.
Tufin Insights
What We Do
Tufin is a world leading network security policy management company, managing and automating security changes across next gen firewalls and network devices. We are a hybrid technology, supporting on/off prem and cloud services. The automation orchestration piece is what sets us apart in the market, as this allows us to help our customers to implement their security changes in hours or minutes vs. days. Since going public in April 2019, Tufin has continued to be the market leader in the space!
Why Work With Us
Here at Tufin, we pride ourselves on being a transparent organization where the door is always open & treating others with respect and care is our top value (hence our “no asshole” policy). We believe that every employee is important in achieving our mission & as we continue to grow, we are making sure that we are maintaining our unique culture.
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Tufin Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
