Technical Support Team Lead

Check Point Infinity External Risk Management, otherwise known as Cyberint, continuously reduces external cyber risk by managing and mitigating an array of external cyber security threats with one unified solution.

We are looking for a sharp Technical Support Team Leader to join our R&D Organization and Lead a global team of passionate and talented Tier 1 - Tier 3 Technical Support Engineers.

D2D:

• Supervise, coach, and mentor a team of Tier 1 - Tier 3 Technical Support Engineers
• Monitor and evaluate the performance and productivity of the team and provide feedback and guidance
• Handle escalated technical issues on complex systems and resolve them in a timely and professional manner
• Establish and maintain best practices and procedures for technical support
• Take an active role in continuously improving our product by interacting directly with our customers and our Developers & Cyber Teams, to make sure our company meets its ambitious goals.
• Work in a fast-paced environment and handle multiple priorities with a sense of urgency.

Qualifications:

• 4+ years of experience as a Technical Support Team Lead
• Experience working with external customers
• Experience in troubleshooting and debugging distributed systems
• Experience in implementing support processes
• Relevant experience in SaaS echo systems
• High level of both spoken and written English - A must
• A multitasker, hands-on problem-solver, and process oriented
• Fast learner and passionate about adopting new technologies
• Promote documentation agenda proactively
• Experience working with global teams
• Experience using or integrating AI-assisted tools

Advantage:

• Experience working with Salesforce as a ticketing system
• Familiarity with Jira
• Working knowledge in Linux environment
• Experience with the following technologies/tools: Kubernetes, Elasticsearch, Git, etc...
• Experience with monitoring and visualization tools (Kibana, Grafana, Prometheus, etc.)
• Experience writing scripts in Bash/Python
• Familiarity with cyber security world