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Senior Technical Support Specialist

2 months ago

Bengaluru, Karnataka, India Check Point Software Full time
About Check Point Software

Check Point Software Technologies Ltd. is a leading provider of cybersecurity solutions to governments and corporate enterprises globally. Our mission is to protect customers from complex cyber threats with industry-leading catch rates of malware, ransomware, and targeted attacks.

We offer a comprehensive security architecture, 'Infinity Total Protection with Gen V advanced threat prevention', which defends our customers' cloud, network, and mobile devices. Our intuitive one-point-of-control security management system provides unparalleled visibility and control.

About the Role

The Senior Technical Support Specialist will report directly to the Group Manager and provide world-class post-sales technical support to internal Level I & II Support Engineers, as well as direct support to customers and partners on escalated issues. This role requires strong collaboration with Operations and Engineering teams to resolve complex cases.

This position involves:

  • Handling highly complex cases, including financial and executive-level issues
  • Key collaboration point for advanced troubleshooting to unblock issues
  • Managing engagement with Product Engineering for Support-raised escalations
  • Reproducing customer issues to verify problems and provide feedback to Engineering and Operations teams
  • Driving process, tool, service delivery, and solution improvements for effective troubleshooting and remediation
  • Assisting in developing on-going training programs for the department
  • Providing ramp activities for junior engineers, knowledge sharing, technical coaching, and mentoring
Requirements

We are looking for an experienced professional with 4+ years of experience in Technical Account Management (TAC). Key skills include:

  • Expertise in Linux operating system configuration and troubleshooting
  • In-depth understanding of TCP/IP stack and ARP
  • Knowledge of troubleshooting tools like Wireshark, traceroute, TCPdump, and PING
  • Natural assertiveness and a 'Can Do' approach
  • Passion for self-challenge, learning, and development
  • Proven ability to work in demanding environments under pressure
  • Ability to manage multiple tasks and priorities under high pressure
Estimated Salary: $120,000 - $180,000 per year