Tier 3 Support Engineer, Security Access Service Edge

Check Point Software Technologies Ltd.; Vancouver, Quebec, Ottawa, Mississauga, Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading cybersecurity company is seeking a Tier 3 Support Engineer for customer technical support. The role involves troubleshooting, managing escalations, and maintaining a knowledge base. Candidates must have B2B SaaS experience and be fluent in English and Spanish. The position is located in Vancouver, Canada, and involves full-time commitment.

Qualifications

• 3+ years of experience in supporting B2B SaaS solutions.
• Experience supporting and troubleshooting network protocols.
• Ability to work in a fast-paced, team environment.

Responsibilities

• Take full ownership of customer technical issues globally.
• Serve as a point of contact on customer escalations.
• Design and maintain the Security Service Edge knowledge base.

Skills

B2B SaaS support

Network protocols troubleshooting

Excellent communication skills

Bilingual (English and Spanish)

Job description

Overview

Tier 3 Support Engineer, Security Access Service Edge

Canada: Toronto ON, Ottawa ON, Quebec City PQ, Vancouver BC, Mississauga ON

IT & System Administration | Full Time | Job Id: 23695

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 honored by Time Magazine as one of the World’s Best Companies for 2024 and Newsweek’s 2025 list of Americas Best Cybersecurity Companies. We\'ve also earned a spot on the Forbes list of the World’s Best Places to Work for five consecutive years (2020-2024) and recognized as one of the World’s Top Female-Friendly Companies. If you\'re passionate about making the world a safer place and want to be part of an award-winning company culture, we invite you to join us.

As a Tier3 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.

We are looking for a bilingual candidate fluent in both English and Spanish for this position.

Key Responsibilities

• 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

Qualifications

• 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
• Spanish language proficiency is an advantage
• 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

Must be eligible to work in Mexico without sponsorship from an employer now or in the future

EOE M/F/Veterans/Disabled

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Our Equal Employment Opportunity Statement

Check Point Software Technologies is an equal opportunity employer and we strive for diversity in our workplace. All qualified applicants will receive consideration for employment opportunities without regard to religion, race, color, sex, marital or veteran statuses, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity or expression, genetic information, or any other characteristics protected by the laws or regulations of any jurisdiction in which we operate.