Technical Support Engineer (L3)

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 honored by Time Magazine as one of the World's Best Companies for 2024. We've also earned a spot on the Forbes list of the World's Best Places to Work for five consecutive years (2020-2024) and recognized as one of the World's Top Female-Friendly Companies. If you're passionate about making the world a safer place and want to be part of an award-winning company culture, we invite you to join us.

The Technical Support Engineer (L3) is responsible for monitoring, assigning, and following up on the status of their respective team's service requests on a daily basis. Technical Support Engineer (L3)'s will review to ensure proper troubleshooting was performed, and will interface with the development team for any programmatic changes needed to correct non-configuration issues. They must give special attention to warm transfer Severity 1 and 2 service requests and keep management updated. This person will also recommend enhancements regarding product, application, or documentation in accordance with the Technical Support Policies and Procedures.

• Assist in reproducing issues and work with internal teams to provide resolutions / knowledge transfers.
• Assist with managing customer expectations and resolution of technical issues in a timely manner.
• Provides necessary support to the Service Managers for high profile technical escalations.
• Develops, maintains and teaches troubleshooting skills on all Check Point products and technical knowledge in industry standard based technologies.
• Minimum 3 days onsite

• Experience with Check Point products required
• BS/MS in a computer related field preferred
• Basic understanding of network related technologies and comfortable using troubleshooting tools (interfaces, protocols, firewall & VPN policies)
• Experience providing support to direct customers, resellers, O&M, and field personnel in resolving company product related issues
• Basic understanding of cloud or virtual systems and deployment (Azure, Amazon AWS, VMware ESXi/ VSphere, Virtual box, etc.)
• Scripting / Programming experience preferred: Bash, Python, Perl, PHP, SQL
• Understanding and ease of use of tools and file systems technologies (ext4, fat32, ntfs, lvm, NFS/SMB)
• Understands concepts around cyber security, forensics, ransomware vectors. anti-virus, device live CD/USB/bios/efi boot up sequence(s)
• Understanding and experience with administrative privileges, user credentials, root access, passwords, domains and technologies
• Comfortable in the use of command line, PowerShell, services, processes, user land and system tasks, scripts, etc.
• Experience in maintenance, usage, administration and troubleshooting Mac OS, Linux, Microsoft Windows systems and Client / Server architectures
• Experience collecting and analyzing device/client logs or integration with third party tools
• Must be eligible to work in country of residence without sponsorship from an employer now or in the future

EOE M/F/Veterans/Disabled