Tier-3 Support Engineer

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.

Qualifications

• 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

Join us and be part of a dynamic team driving innovation in secure access solutions!