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 Responsibilities

- Take 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 Background

- 5+ years of experience in B2B SaaS technical support at a Tier 3 level (or a similar role) for international customers – must
- Strong expertise in network protocols, VPNs, and troubleshooting – must
- Experience with software debugging, log analysis, and scripting (Python/Bash) – must
- Excellent communication skills and ability to work in a fast-paced, team-oriented environment – must
- Experience with Linux, SaaS environments, cloud environments, and networking technologies – strong advantage
- Familiarity with IPsec protocols, VPN tunnels, Wireshark, and BGP – advantage
- Highly customer-oriented, with a focus on customer satisfaction beyond just technical resolution
- Self-motivated and capable of quickly learning new technologies
- Ability to multi-task and work independently under pressure

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