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.