Technical Support Engineer

4 weeks ago

Bengaluru, Karnataka, India Check Point Software Full time
Intro - Check Point is seeking an experienced Tier 3 Support Engineer to join our rapidly expanding Secure Service Edge business.

About the Security Service Edge (Perimeter 81) - Perimeter 81, recently acquired by Check Point, is a networking and network security leader that aims to deliver the premier SASE platform in the market. We are redefining the way businesses connect in the age of cloud and remote work with an innovative approach that combines cloud and on-device protection. We have over 200 employees with offices in New York, Los Angeles and Tel Aviv offering a global and multicultural work environment. Perimeter 81 is growing fast and looking for extraordinary team members to help us support our fast-growing customer base of more than 3,000 customers, including leading businesses of all sizes and industries.

We are looking for a Tier 3 Support Engineer with excellent technical skills and intuition, with a "can-do" approach.

We strive to be super professional, creative and passionate but most importantly - customer-centric.

This is a key technical role and as such 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.

Major Responsibilities

As the Tier 3 Support Engineer, you will be responsible for:

- Taking full ownership of customer technical issues for the SASE (Perimeter 81's) customers, including initial troubleshooting, identification of root causes, issue resolution and communication
- Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams
- Designing and maintaining the SASE (Perimeter 81) 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

Desired Background

- 7+ years of experience in supporting B2B SaaS as a Tier-3 Support level (or different position with similar responsibility) 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 – a must.
- Knowledge in Cyber Security, networking, Firewalls, Linux systems, utilities, and scripting - an advantage
- Working with IPsec protocol , Tunnels & Wireshark - an advantage
- Good understanding of Secure Service Edge and SASE solutions- an advantage
- Outstanding interpersonal and communication skills.
- Strong problem solving skills and a great Technical orientation to resolve issues
- Ability to interact effectively and deliver technical concepts to technical and nontechnical personnel alike
- Self-starter, able to learn new technologies "on the fly"
- Ability to multi-task and work independently under pressure
- International experience is requested.
- Proficiency in multiple languages, with an emphasis on fluency in both written and spoken forms is preferred.

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