Technical Support Engineer

2 weeks ago

Bengaluru, Karnataka, India Check Point Software Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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