Tier 3 Support Engineer, Security Service Edge

Check Point Software Technologies Ltd.; San Carlos (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company in the cybersecurity industry is looking for a Tier 3 Support Engineer to provide unparalleled technical support for their Security Service Edge product. In this role, you will act as a key point of contact for customers, troubleshoot complex issues, and collaborate closely with internal teams to enhance product knowledge and customer satisfaction. This is an excellent opportunity for someone with strong customer orientation and technical expertise looking to grow within a respected organization.

Qualifications

• 3+ years of experience in supporting B2B SaaS solutions for international customers.
• Experience supporting and troubleshooting network protocols and network deployments.
• Self-starter with a structured, process-oriented approach.

Responsibilities

• Take ownership of customer technical issues, including troubleshooting and resolution.
• Serve as a point of contact on customer escalations and ensure resolution.
• Manage internal projects related to support, such as training and readiness.

Skills

Communication Skills

Technical Troubleshooting

Customer Service Orientation

Job description

Tier 3 Support Engineer, Security Service Edge

Tier 3 Support Engineer, Security Service Edge

Experienced

United States: Miami FL, Dallas TX, Atlanta GA, Newark NJ, Chicago IL, Phoenix AZ, Las Vegas NV

Services/Support | Full Time | Job Id: 22870

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 Tier3 Support Engineer,you will be in charge oftaking 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 Tier3 Support Engineer, you will be responsible for:

• Working withCheck Pointcustomers, 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

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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.