Technical Support Engineer

<p><strong>Who we are</strong> </p><p>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. </p><p><strong>What we're looking for</strong> </p><p>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. </p><p><strong>What you'll do</strong> </p><ul><li>Support and troubleshoot application issues running on Linux-based systems and clusters. </li><li>Perform incident triage, troubleshooting, provide best-practice guidance for customers </li><li>Manage support cases to ensure issues are recorded, tracked, updated, and followed through in a timely manner. </li><li>Perform fault isolation and basic root cause analysis for technical issues. </li><li>Prepare Technical Support Bulletins and other technical documentation for the Knowledge Base. </li><li>Work with the Engineering team to help improve product operability. </li><li>Participate in weekend on-call rotation and provide after-hours support as needed. </li><li>Communicate effectively with internal and external stakeholders on technical issues. </li></ul><p><br></p> <br><h3>Requirements</h3> <p><br></p><ul><li>Overall 3+ years of experience with 1–2 years of relevant experience in technical support or customer-facing troubleshooting roles. </li><li>Experience supporting software products. </li><li>Exposure to Wireshark/Tcpdump for protocol-level analysis. </li><li>Basic understanding of cloud infrastructure such as Kubernetes and/or AWS. </li><li>Hands-on experience with Linux administration, shell scripting, and log parsing. </li><li>Ability to troubleshoot, reproduce issues, and identify practical workarounds in mixed application and protocol environments. </li></ul><p><strong>Advantages</strong> </p><ul><li>Certifications such as CKA, CCNA, or Red Hat , Kubernetes (K8s) </li><li>Understanding of ISP networks, Diameter Protocol, and 4G/5G call flows. </li><li>Experience working with ISPs, mobile operators, or cable operators. </li></ul>