Escalation Engineer

1 month ago

bangalore, India Check Point Software Full time
About Us:
Check Point Software Technologies Ltd. ( is a leading provider of cyber security solutions to governments and corporate enterprises globally. Check Point’s solutions protect customers from 5th generation cyber-attacks with an industry leading catch rate of malware, ransomware and advanced targeted threats. Check Point offers a multilevel security architecture, “Infinity Total Protection with Gen V advanced threat prevention”, this combined product architecture defends an enterprises’ cloud, network and mobile devices. Check Point provides the most comprehensive and intuitive one point of control security management system. Check Point protects over 100,000 organizations of all sizes.
Website: are we looking for?
The Escalation Engineer will report to the Group Manager. The Escalation Engineer will provide world- class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on escalated issues, as part of an escalation team. The Escalation Engineer will also work directly with Operations and Engineering on opening bugs and requests with all required diagnostic information.
Roles and Responsibilities:
1. Handle highly complex, political, financial, executive level cases
2. Key collaboration point for advanced troubleshooting to unblock issues
3. Manage engagement with Product Engineering for Support-raised escalations
4. Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
5. Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (incl. Diagnostics)
6. Assist in developing on-going training programs for the department.
7. Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
8. Drive technical collaboration and engagement with Product Engineering teams/Sales/ Other Regions TAC
Desired Background:
4+ years of experience in TAC.
Experience in Linux operating system  Expertise in configuring and troubleshooting network issues on firewalls, routers, switches and protocols like HTTPS, OSPF, BGP, VPN, DNS, DHCP.
In depth understanding of TCP/ IP stack and ARP.
Knowledge of troubleshooting tools like Wireshark, traceroute, TCPdump, PING.
Natural “Can Do” approach and high level of assertiveness
Passion for a constant self-challenge, learning and development
Proven ability to work in a very demanding and stressed work environment
Ability to manage multiple tasks and priorities under high pressure
Knowledge in Check Point products – A strong advantage

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