Tier 3 Support Engineer, Security Service Edge

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.

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

• 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