Support Team Leader - India

About Tufin 

Tufin is the leader in Network Security Policy Orchestration for enterprise cybersecurity. More than half of the top 50 companies in the Forbes Global 2000 turn to Tufin to simplify management of some of the largest, most complex networks in the world, consisting of thousands of firewall and network devices and emerging hybrid cloud infrastructures. Enterprises select the company’s award-winning Tufin Orchestration Suite™ to increase agility in the face of ever-changing business demands while maintaining a robust security posture. The Suite reduces the attack surface and meets the need for greater visibility into secure and reliable application connectivity. Its network security automation enables enterprises to implement changes in minutes with proactive risk analysis and continuous policy compliance. Tufin serves over 1,900 customers spanning all industries and geographies; its products and technologies are patent-protected in the U.S. and other countries. Find out more at www.tufin.com. 

As a Team Leader in Tufin, your goal is to enable the success of your team by mentoring them to understand the deployment, adoption and maintenance of the Tufin Orchestration Suite by our customers. Delivering remote software/hardware troubleshooting services, you will be providing our customers with technical expertise for solution implementations – including customer network discovery sessions, solution design, software and hardware installation and configuration, functional and integration testing, technical documentation and knowledge transfer.  

Supervisory Responsibilities:

• Hires and trains L1 Support team in India
• Provides constructive and timely performance evaluations
• Organizes shift schedules and ticket queue management

Duties/Responsibilities:

• Leads value-added services, such as monitoring network infrastructure, process automation, best practices, integration activities, etc. 
• Trains/leads team to be able to triage and assist in root cause analysis of complex and high-visibility issues, using deductive logic and reasoning, trace analysis, debugging tools, and internal software resources.
• Helps team to document best practices in maintaining Tufin solutions.
• Helps team to document resolved issues and assist in internal knowledge transfer to reduce repeat incidence of identified product issues.
• Helps team develop an understanding of Tufin’s software and hardware, to best assist with job duties. Software leveraged by Tufin include: Kubernetes, CentOS/Red Hat Enterprise Linux, Apache HTTP Server, Apache Tomcat, PostgreSQL, ActiveMQ, Python, Expect

Position location: CoWorks CyberHub, Gurugram, Haryana 122002, India.

Availability to start 30 days from the moment of signing.