What are the responsibilities and job description for the Tier 3 Support Engineer, Security Service Edge position at Check Point Software?
Why Join Us?
As the world’s leading vendor of Cyber Security, facing the most sophisticated threats and attacks, we’ve assembled a global team of the most driven, creative, and innovative people. At Check Point, our employees are redefining the security landscape by meeting our customers’ real-time needs and providing our cutting-edge technologies and services to an ever-growing customer base.
Check Point Software Technologies has been recognized by Forbes as one of the World’s Best Places to Work four years in a row (2020-2023), ranking among the top 50 companies across the globe in the IT category. Check Point has also been named to Forbes’ list of World’s Top Female-Friendly Companies. If you want to make the world a safer place and join an award-winning company culture – you belong with us.
As a Tier 3 Support Engineer, you will be in charge of taking full ownership of customer technical issues globally, leading internal escalations, maintaining the knowledge base, providing product feedback, and managing support-related projects.
Key Responsibilities
As the Tier 3 Support Engineer, you will be responsible for:
EOE M/F/Veterans/Disabled
As the world’s leading vendor of Cyber Security, facing the most sophisticated threats and attacks, we’ve assembled a global team of the most driven, creative, and innovative people. At Check Point, our employees are redefining the security landscape by meeting our customers’ real-time needs and providing our cutting-edge technologies and services to an ever-growing customer base.
Check Point Software Technologies has been recognized by Forbes as one of the World’s Best Places to Work four years in a row (2020-2023), ranking among the top 50 companies across the globe in the IT category. Check Point has also been named to Forbes’ list of World’s Top Female-Friendly Companies. If you want to make the world a safer place and join an award-winning company culture – you belong with us.
As a Tier 3 Support Engineer, you will be in charge of taking full ownership of customer technical issues globally, leading internal escalations, maintaining the knowledge base, providing product feedback, and managing support-related projects.
Key Responsibilities
As the Tier 3 Support Engineer, you will be responsible for:
- Working with Check Point customers, partners, and prospects from all around the world
- Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication
- Serving as a point of contact on customer escalations and ensuring customer issues are resolved
- Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams
- Designing and maintaining the Security Service Edge knowledge base, keeping it up-to-date with relevant information
- Providing product feedback and insights to internal teams
- Managing internal projects related to support such as training and support readiness for release
- 3 years of experience in supporting B2B SaaS solutions for international customers – a must
- Experience supporting and troubleshooting network protocols and network deployments – a must
- Excellent communication skills and the ability to work in a fast-paced, team environment – a must
- Experience in a cloud environment - an advantage
- Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution
- Self-starter, able to learn new technologies "on the fly"
- Structured and process-oriented
- Ability to multi-task and work independently under pressure
EOE M/F/Veterans/Disabled
