Technical Support Engineer – Tier 2 Infra Support

About the role

We are looking for a Technical Support Engineer to join Verint’s Tier 2 Infra Support team. You will be responsible for end‑to‑end troubleshooting of infrastructure‑related product issues, providing consulting and knowledge transfer to Tier 1 and field engineers while supporting both internal and external customers.

Key responsibilities

• Deliver Tier 2 support for infrastructure incidents and own the resolution from start to finish.
• Handle escalated cases, ensuring timely communication with customers and internal teams.
• Provide knowledge transfer and mentorship to Tier 1 engineers and peers.
• Participate in 24 × 7 on‑call rotations and work in a fast‑paced environment.
• Document issues, create technical articles and maintain accurate case records.

Required profile

• Proven experience in post‑sales technical support, preferably within a contact‑center environment.
• Excellent verbal and written English communication skills.
• Strong customer‑management and analytical abilities.
• Ability to work independently and as part of a global support team.

Required skills

• Network troubleshooting tools such as Wireshark, Cisco and Avaya equipment.
• SQL query and database knowledge.
• Security concepts including SSL and certificate handling.
• Installation and configuration of enterprise software products.
• Web‑server expertise (IIS, WebLogic, Tomcat, Apache).
• Windows administration (Active Directory, DNS, DHCP).
• Log analysis and enterprise application maintenance.