Tier 3 Support Engineer, Security Service Edge

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

Job summary

A market leader in Cyber Security, specializing in innovative technologies, is seeking a Tier 3 Support Engineer in Chicago. This role involves managing technical support issues for international clients, ensuring a smooth customer experience while collaborating with various internal teams. Ideal candidates should possess extensive experience in B2B SaaS environments and have excellent problem-solving abilities.

Qualifications

• 3+ years of experience in supporting B2B SaaS solutions.
• Experience troubleshooting network protocols.
• Strong communication and teamwork skills.

Responsibilities

• Work with global customers to resolve technical issues.
• Lead internal escalations and coordinate with teams.
• Manage knowledge base updates and support projects.

Skills

Customer orientation

Communication

Problem-solving

Multi-tasking

Adaptability

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