R&D Escalations Engineer

Tufin helps enterprises simplify network complexity. As the leading Network Security Posture Management platform, Tufin serves as the unified control plane for modern hybrid networks spanning on-premises, cloud, SASE, micro segmentation, and multi-vendor environments. Trusted by thousands of organizations worldwide, Tufin delivers continuous risk visibility, reduces exposure through policy-driven automation, and enables continuous compliance and audit readiness at scale.

Role Description & Responsibilities

As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
Analyze, diagnose, debug and solve complex issues 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

Requirements:
At least 2 years of experience as a backend developer, coding with Java (Spring, Hibernate) or C++
Proficient in SQL
Knowledge with Linux
Knowledge of distributed applications
Excellent troubleshooting skills and a proactive, accountable mindset
Excellent verbal and written communication skills (including technical writing)
Ability to communicate effectively, responsibly and respectfully with customers
Previous experience working in an escalation support or customer-facing engineering role – an advantage
Familiarity with observability tools (e.g., logs, metrics, traces) – an advantage