Tier 3 Support Engineer, Security Service Edge

Qualifications
We are looking for a bilingual candidate fluent in both English and Spanish for this position
3+ years of experience in supporting B2B SaaS 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
Bi-lingual, fluent in both English and Spanish
Experience in a cloud environment - an advantage
Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution
Self-starter, able to learn new technologies "on the fly"
Structured and process-oriented
Ability to multi-task and work independently under pressure
Must be eligible to work in the US without sponsorship from an employer now or in the future
Responsibilities
As a Tier 3 Support Engineer, 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
As the Tier 3 Support Engineer, you will be responsible for:
Working with Check Point customers, partners, and prospects from all around the world
Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication
Serving as a point of contact on customer escalations and ensuring customer issues are resolved
Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams
Designing and maintaining the Security Service Edge 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
Job description
Why Join Us?

As the world’s leading vendor of Cyber Security, facing the most sophisticated threats and attacks, we’ve assembled a global team of the most driven, creative, and innovative people. At Check Point, our employees are redefining the security landscape by meeting our customers’ real-time needs and providing our cutting-edge technologies and services to an ever-growing customer base.

Check Point Software Technologies has been recognized by Forbes as one of the World’s Best Places to Work four years in a row (2020-2023), ranking among the top 50 companies across the globe in the IT category. Check Point has also been named to Forbes’ list of World’s Top Female-Friendly Companies. If you want to make the world a safer place and join an award-winning company culture – you belong with us.

As a Tier 3 Support Engineer, 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.

We are looking for a bilingual candidate fluent in both English and Spanish for this position.

Key Responsibilities

As the Tier 3 Support Engineer, you will be responsible for:
• Working with Check Point customers, partners, and prospects from all around the world
• Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication
• Serving as a point of contact on customer escalations and ensuring customer issues are resolved
• Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams
• Designing and maintaining the Security Service Edge 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

Qualifications
• 3+ years of experience in supporting B2B SaaS 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
• Bi-lingual, fluent in both English and Spanish.
• Experience in a cloud environment - an advantage
• Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution
• Self-starter, able to learn new technologies "on the fly"
• Structured and process-oriented
• Ability to multi-task and work independently under pressure

Must be eligible to work in the US without sponsorship from an employer now or in the future

EOE M/F/Veterans/Disabled