Technical Support Engineer

About the role

Verint is looking for a Technical Support Engineer to join its Tier 2 Infra Support team. You will provide end‑to‑end troubleshooting of product issues, support internal and external customers, and act as a knowledge hub for Tier 1 and field engineers.

Key responsibilities

• Deliver Tier 2 support for infrastructure‑related incidents, ensuring full ownership from detection to resolution.
• Handle escalated cases, manage customer interactions, and maintain detailed documentation.
• Transfer knowledge to Tier 1 teams and field engineers, and participate in 24 × 7 on‑call rotations.
• Collaborate with product and engineering teams to resolve complex technical problems.

Required profile

• Proven experience in technical post‑sales support, preferably within a contact‑center environment.
• Strong analytical abilities and excellent verbal and written English communication.
• Ability to work in a 24 × 7 environment and manage both internal and external customers.

Required skills

• Network analysis tools such as Wireshark, Cisco and Avaya equipment.
• SQL querying and database troubleshooting.
• Security protocols including SSL and certificate management.
• Installation and configuration of enterprise products.
• Web‑server troubleshooting (IIS, WebLogic, Tomcat, Apache).
• Log analysis on enterprise‑level application servers.
• Windows operating system administration (Active Directory, DNS, DHCP).