Tier 3 Support Engineer, Security Service Edge

Davita Inc.; Atlanta (GA); On-site; USD 80,000 - 120,000; Full time

Job summary

Join Davita Inc. as a Tier 3 Support Engineer, responsible for managing customer technical issues and leading escalations. You will work closely with customers and internal teams to enhance our support services and maintain our knowledge base, contributing towards a safer digital environment.

Qualifications

• 3+ years of experience in supporting B2B SaaS solutions for international customers.
• Experience supporting and troubleshooting network protocols.
• Excellent communication skills in a fast-paced environment.

Responsibilities

• Take ownership of customer technical issues globally.
• Lead internal escalations and maintain knowledge base.
• Manage support-related projects.

Skills

Communication

Customer Orientation

Problem Solving

Job description

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