As a Technical Support Engineer, you'll troubleshoot and manage software application issues on Linux systems, support CSP clients, and document technical solutions.
Description
Who we are
Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises around the world. We believe in delivering real value to our Tier-1 customers by offering cutting-edge solutions that make their networks smarter and their users more secure. At Allot, you will have the opportunity to grow professionally in a dynamic environment with like-minded people who go the extra mile to succeed.
What we're looking for
A Technical Support Engineer to remotely support our CSP clients. This is an opportunity to join the Global Customer Services team of a leading DPI/network devices vendor providing solutions for Tier-1 global telcos.
What you'll do
- Support and troubleshoot application issues running on Linux-based systems and clusters.
- Perform incident triage, troubleshooting, provide best-practice guidance for customers
- Manage support cases to ensure issues are recorded, tracked, updated, and followed through in a timely manner.
- Perform fault isolation and basic root cause analysis for technical issues.
- Prepare Technical Support Bulletins and other technical documentation for the Knowledge Base.
- Work with the Engineering team to help improve product operability.
- Participate in weekend on-call rotation and provide after-hours support as needed.
- Communicate effectively with internal and external stakeholders on technical issues.
- Overall 3+ years of experience with 1–2 years of relevant experience in technical support or customer-facing troubleshooting roles.
- Experience supporting software products.
- Exposure to Wireshark/Tcpdump for protocol-level analysis.
- Basic understanding of cloud infrastructure such as Kubernetes and/or AWS.
- Hands-on experience with Linux administration, shell scripting, and log parsing.
- Ability to troubleshoot, reproduce issues, and identify practical workarounds in mixed application and protocol environments.
Advantages
- Certifications such as CKA, CCNA, or Red Hat , Kubernetes (K8s)
- Understanding of ISP networks, Diameter Protocol, and 4G/5G call flows.
- Experience working with ISPs, mobile operators, or cable operators.
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