Support Engineer/IRT

Check Point Software; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Check Point Software is seeking a Technical Support Engineer to troubleshoot and resolve endpoint issues across Windows, macOS, and Linux, using logs and debugging data to identify root causes. You will document steps and resolutions in the ticketing system and collaborate with Tier 3 teams for high‑impact incidents.

The role emphasizes incident response, OS troubleshooting, and communication with customers to provide timely updates and clear explanations of findings and solutions.

Qualifications

• Three or more years in technical support, endpoint troubleshooting, or related roles.
• Perform incident response and forensic analysis of compromised systems with remediation guidance.
• Create legible incident reports describing compromise vectors and artifacts.
• Strong OS troubleshooting across Windows, macOS and Linux, using tools like Wireshark and Windows debugging.
• Familiar with cloud platforms (Azure, AWS) and directory services (EntraID/AD).
• Understanding of threat prevention tools and SIEM integration.
• Experience with ServiceNow or Salesforce ticketing systems.
• Ability to manage multiple support cases under tight deadlines with attention to detail.

Responsibilities

• Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux environments.
• Perform deep-dive analysis using system logs, traces, and debug data to identify root causes.
• Document all reported issues, diagnostic steps, and resolutions in the ticketing system for knowledge sharing and trend analysis.
• Escalate unresolved or complex cases to Tier 3 Engineering or R&D teams with detailed findings and replication steps.
• Proactively identify recurring problems and recommend product or process improvements to reduce break/fix volume.
• Collaborate with internal teams (Support, QA, R&D, Product Management) to drive rapid resolution of high‑impact incidents.
• Maintain high standards of communication with customers, ensuring timely status updates and clear explanations of findings and solutions.

Skills

Incident response

OS troubleshooting

Multi-tasking / time management

Communication skills

Tools

Wireshark

Windows debugging

ServiceNow

Salesforce

Intune

JAMF

WorkSpace ONE

PowerShell

Python

SQL

EntraID/Active Directory

Job description

As a Technical Support Engineer at Check Point, you will troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux, leveraging deep system logs and debug data to identify root causes and collaborating with internal teams to drive rapid resolution of high‑impact incidents.

Key Responsibilities

• Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux environments.
• Perform deep‑dive analysis using system logs, traces, and debug data to identify root causes.
• Document all reported issues, diagnostic steps, and resolutions in the ticketing system for knowledge sharing and trend analysis.
• Escalate unresolved or complex cases to Tier 3 Engineering or R&D teams with detailed findings and replication steps.
• Proactively identify recurring problems and recommend product or process improvements to reduce break/fix volume.
• Collaborate with internal teams (Support, QA, R&D, Product Management) to drive rapid resolution of high‑impact incidents.
• Maintain high standards of communication with customers, ensuring timely status updates and clear explanations of findings and solutions.

Required Qualifications

• 3+ years of experience in technical support, endpoint administration or troubleshooting.
• Perform incident response and forensic analysis of compromised systems, identify and provide recommendations for remediation.
• Formulate and direct incident response efforts, prioritize those response efforts, and create legible incident reports that describe the compromise vector, attacker methodologies and artifacts.
• Strong knowledge of OS troubleshooting (Windows, macOS, Linux), including tools like Wireshark and Windows debugging.
• Familiarity with cloud platforms (Azure, AWS, Linux, macOS) and directory services (EntraID/Active Directory).
• Understanding of threat prevention tools and SIEM integration.
• Knowledge of hardware components (BIOS, EFI, hard drives) and MDM/UEM platforms.
• Experience with ServiceNow or Salesforce ticketing systems.
• Ability to manage multiple support cases under tight deadlines while maintaining attention to detail.

Preferred Skills

• Previous experience with Check Point Products.
• Experience with scripting and automation (PowerShell, Python, batch scripting).
• Experience with MDM tools such as Intune, JAMF, and WorkSpace One.
• Experience with forensic investigation and CIRT processes.
• API integration and web developer tools knowledge.
• SQL and database querying experience.
• Cybersecurity certifications such as Security+, CISSP, CEH are a plus.
• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field.

Soft Skills

• Strong teaching and communication abilities—able to translate technical jargon into clear language.
• Creative problem‑solving and customer‑focused mindset.
• Team‑oriented with a collaborative approach.
• Humble and curious—willing to ask questions and learn.