Provides Tier 2 technical support to global customers and partners using the Tufin product suite. Troubleshoots operating system, networking, firewall, and integration issues through resolution; manages customer ticket queues and communications; supports product implementation; liaises with internal teams; documents best practices; and supports the EMEA region.
Description
Tufin®, the leader in Network Security Policy Orchestration, allows enterprises to streamline the management of security policies across complex, heterogeneous environments. Serving over 2,000 customers, Tufin’s network security automation enables enterprises to implement changes in minutes with proactive risk analysis and continuous policy compliance.
As a Technical Support Engineer- Tier 2 at Tufin you will:
- Provide technical support to worldwide customers and partners using all methods of communication.
- Troubleshoot to full resolution of issues within the Tufin suite and OS
- Maintain individual ticket queue and responsible for all communication with customer, including being the liaison between customer and internal resources.
- Support the implementation and integration of Tufin products within customers’ infrastructure
- Help to document best practices in maintaining Tufin solutions
- Develop a deep understanding of the customers’ technical environment
- Support the EMEA region
- At least 2 years of experience in related technical customer support in global companies
- Strong technical troubleshooting and problem solving skills
- Customer support and customer facing skills
- Excellent interpersonal and verbal communication and the ability to generate strong and lasting relationships with our customers
- Good understanding of networks, protocols and internet technologies -Routing, NAT, Advanced TCP/IP etc. (1-2 years of experience with leading vendor’s equipment)
- Knowledge & Experience (1-2 years) with Firewall technologies of leading vendors (Check Point, Cisco, Juniper, Fortigate, Palo-Alto, etc.)
- Knowledge & Experience in Linux
- Excellent English level, both written and oral
- Team Player – ability to work well in a close team environment
Tufin Boston, Massachusetts, USA Office
The Boston office is Tufin’s U.S. headquarters and one of the best tech cities in the world. The area is best known for shopping and restaurants, and is home to many other offices. We are conveniently located right next to the Downtown Crossing T stop, and a short walk to South Station.
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
