Technical Product Expert Team Leader

Your Team

Harmony Connect family of products introduce state-of-the-art technologies in the SASE world.

SASE is the convergence of networking and security as cloud services. It is a scalable architecture that enables employees in the office or remote to connect to the applications they need to use in the data center or cloud.

Check Point Harmony Connect, redefines SASE by making it easy to access corporate applications, SaaS and the internet for any user or branch, from any device, without compromising on security.

The technical team lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.

The ideal candidate is expected to be a network security savvy (hands-on), technical leader, lead by example, organize work, build reports, handle escalations, help with ad hoc projects, and training.

Your Impact & Responsibilities

• Team leadership in all aspects: Human, technical, operational and customer-facing
• Customer Success deployment: Work closely with customers to execute smooth deployment as per their needs, demonstrate and deploy new functionality and versions
• Technical Support: Having the team to deliver technical support of the highest standard to our global customers base and strive for service excellence
• Customer Satisfaction: Ensuring that all customer satisfaction KPIs are met at all times through defined practices and policies
• Team’s objectives fulfillment: Leading the team members to meet their performance objectives through continual communication, audit and metric reviews
• Customer-facing: Periodical service audits, crisis management, conference calls, etc.
• Interfacing with different departments in our global organization: Sales, R&D, QA, Customers Success Management, etc.
• Team development: Addressing knowledge gaps, facilitating training routine, mentoring team members, improving their weak points, career path planning for each employee, etc.
• Team operational routine: crisis management, employees time management, etc.
• Team spirit: Maintaining high team spirit and well-being of the team members at all times
• Team collaboration: Productive collaboration with peers to lead service improvements
• Customer’s advocate:Acting as the Voice of the Customer in order to drive product and service improvements

Your Knowledge & Skills

General

• Proven experience as a Team Leader
• Passion for a constant self-challenge, learning and development
• Proven ability to work in a very demanding and stressed work environment

Mandatory

• At least 2 years of experience in Technical Support and/or Professional Services, in the area of Network Security
• Proven hands-on experience, and hands-on in nature
• Ability to manage multiple tasks and priorities under high pressure
• Strong verbal and written English
• Natural “Can Do” approach and high level of assertiveness

Advantage

• Excellent customer and service orientation
• Knowledge in Check Point products