Escalations TL

We are inviting you to Join Tufin and enjoy: 

1. A people centric culture, an open atmosphere and opportunities to career growth. 
2. Great Mentors – company culture of knowledge sharing where you will learn from leading tech experts. 
3. Opportunity to make a difference – whatever your passion, your inspiration is welcome. 
4. Business stability – in 2025 Tufin celebrates 20 years of activity, Tufin has over 2,000 worldwide customers. 
5. Being a part of the Cyber Security industry – Cyber security is hot! 

As an Escalations TL at Tufin, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization. 

• Lead a team of escalation engineers: manage, mentor, and cultivate growth. 
• Help your team members to Analyze, diagnose, debug and solve complex issues that 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. 

• At least 2 years of proven software team leader roles. 
• At least 3 years of solid programming experience in Java server-side development in a Linux environment. 
• At least 2 years of experience in running Kubernetes in production. 
• Experience in Linux administration. 
• Excellent troubleshooting skills. 
• Ability to multitask, organize, and prioritize work. 
• Excellent verbal and written communication skills (including technical writing) in a multi-cultural working environment. 
• Previous experience in R&D escalations, Tier-3 or customer-facing positions. 
• Ability to communicate effectively, responsibly and respectfully with customers.

Nice to have knowledge and experience: 

• Experience with Spring and Hibernate frameworks. 
• Experience with REST APIs. 
• Experience with Golang. 
• Experience with monitoring distributed systems and virtualization. 
• ELK, Grafana, Prometheus, Loki, monitoring tools. 
• NGINX and NGINX ingress controller configuration. 
• Kubernetes networking.