Tier 3 Support Engineer, Security Access Service Edge

Check Point Software; Newark (NJ); On-site; USD 54,000 - 123,000; Full time

Job summary

A leading company in Cyber Security seeks a Tier 3 Support Engineer to take full ownership of customer technical issues. In this role, you will troubleshoot and resolve complex issues, communicate effectively with customers, and coordinate with internal teams. Candidates should have at least 3 years of experience in B2B SaaS and a strong customer service orientation.

Qualifications

• 3+ years of experience in supporting B2B SaaS solutions.
• Experience supporting and troubleshooting network protocols.
• Excellent communication skills and ability to work in a team.

Responsibilities

• Take full ownership of customer technical issues globally.
• Lead internal escalations and communication with teams.
• Maintain knowledge base and provide product feedback.

Skills

Communication

Problem Solving

Customer Orientation

Job description

Tier 3 Support Engineer, Security Access Service Edge

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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:

• 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
• 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 the US without sponsorship from an employer now or in the future

EOE M/F/Veterans/Disabled

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computer and Network Security, Software Development, and IT Services and IT Consulting

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