Tier 3 Application Support Engineer

Description

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough… 

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.  

For nearly 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions. 

We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

So, if you rock at Tier 3 Application Support , and want in on the action, let’s talk!

Cognyte’s global service organization plays a significant role in customer satisfaction and loyalty, solutions stability and integrity in various intelligence products. The third tier of support is the mediator between the field support engineers (tier 2) and the software developers (tier 4), and is the main authority for the product support as a whole.  

The Tier 3 Support Engineers team is composed of subject matter experts in the areas of: operation systems, databases, virtual environment, central storage and frontend communication solutions.

As a Tier 3 Expert you will be accountable for:

• Reach and maintain the desired service level according to the team’s objectives and KPI’s
• Hands-on incidents troubleshooting and resolution (around 70% of entire role capacity)
• Promote and nurture a customer-driven support culture and encourage open communication within the team

Requirements

Technical Requirements:

• BSc or practical engineering degree in electronics or computer science
• At least 3 years’ hands-on experience as a support engineer - Mandatory

Strong analytical and technical skills in following areas:

• Virtual Environment technologies (VMWare, Hyper-V) – Mandatory
• Databases hands-on (MS SQL, Sybase, other) can interpret schemas, and/or author queries, stored procedures – Mandatory
• Familiarity with Storage and raid configuration, advantage Netapp, EMC – Mandatory
• Experience with troubleshooting of multiple Operating Systems (Windows, Linux) including basic administration, configuration optimization, desktop domains (active directory) and Windows security experience – Mandatory
• Knowledge of communication - network structure (LAN, WAN), and communication equipment functionality (hubs, switching hubs, routers) – Advantage
• Knowledge of widely used protocols – TCP/IP , Mail, HTTP, VoIP etc – Advantage
• PowerShell, Bash , Python scripts development / DevOPS knowledge – Advantage 
• Familiarity with HW :  HP /Dell Servers. ILO/iDRAC, Raid technology – Advantage 

Other Requirements:

• Self-starter, multitasker and independent
• Willingness to work in a fast paced and challenging work environment
• Strong analysis and troubleshooting skills
• Good verbal and written communication skills in English
• Good presentation skills
• Availability to provide support beyond office hours
• Willingness to travel abroad (10%)

We believe that diverse teams drive the greatness of ideas, products, and companies. Whatever your race, gender, age, creed, or taste in music – if you’ve got the drive, commitment, and dedication to be the best, do your best, and work with the best, then come join us. We’re waiting for you.

Curious? Apply now & start the adventure!