Technical support engineer

3 weeks ago

Bengaluru, Karnataka, India Check Point Software Full time

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at Check Point.If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.Major ResponsibilitiesTake full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.Work with Linux, networking, VPNs, and cloud environments to support customers effectively.Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.Provide product feedback and technical insights to internal teams.Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.Manage support-related projects, including training programs and release readiness initiatives.Desired Background5+ years of experience in B2 B Saa S technical support at a Tier 3 level (or a similar role) for international customers – mustStrong expertise in network protocols, VPNs, and troubleshooting – mustExperience with software debugging, log analysis, and scripting (Python/Bash) – mustExcellent communication skills and ability to work in a fast-paced, team-oriented environment – mustExperience with Linux, Saa S environments, cloud environments, and networking technologies – strong advantageFamiliarity with IPsec protocols, VPN tunnels, Wireshark, and BGP – advantageHighly customer-oriented, with a focus on customer satisfaction beyond just technical resolutionSelf-motivated and capable of quickly learning new technologiesAbility to multi-task and work independently under pressure

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