Tier-3 Support Engineer

Why Join Us?

We are looking for a Tier 3 Support Engineer to join our global support team at Check Point.

We’re seeking someone with a passion for problem-solving and technical excellence, who is driven to take ownership of complex customer technical issues and has a proactive approach to continuous improvement.

In this position, you will use your expertise in managing customer escalations and technical support to take full ownership of global customer issues, lead internal escalations, maintain the knowledge base, provide product feedback, and manage support-related projects.

Key Responsibilities

• Taking full ownership of customer technical issues for Perimeter 81's customers, including initial troubleshooting, identification of root causes, and issue resolution and communication
• Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams
• Designing and maintaining the Perimeter 81 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 as a Tier-3 Support level (or different position with similar responsibility) 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
• Working with IPsec protocol, Tunnels & Wireshark - a big advantage
• Experience in a cloud environment - an advantage
• Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution, independent
• Self-starter, able to learn new technologies "on the fly"
• Ability to multi-task and work independently under pressure