Tier 3 Support Engineer, Security Service Edge

hace 2 semanas

Ciudad de México Check Point Software Technologies Ltd. A tiempo completo

**Why Join Us?**: 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 recognized by Forbes as one of the World’s Best Places to Work four years in a row (2020-2023), ranking among the top 50 companies across the globe in the IT category. Check Point has also been named to Forbes’ list of World’s Top Female-Friendly Companies. If you want to make the world a safer place and join an award-winning company culture - you belong with us. As a Tier 3 Support Engineer, you will be in charge of taking full ownership of customer technical issues globally, leading internal escalations, maintaining the knowledge base, providing product feedback, and managing support-related projects. **Key Responsibilities**: As the Tier 3 Support Engineer, you will be responsible for: - Working with Check Point customers, partners, and prospects from all around the world - Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication - Serving as a point of contact on customer escalations and ensuring customer issues are resolved - Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams - Designing and maintaining the Security Service Edge 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 **Qualifications**: - 3+ years of experience in supporting B2B SaaS 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 - **Bi-lingual, fluent in both English and Spanish.**: - Experience in a cloud environment - an advantage - Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution - Self-starter, able to learn new technologies "on the fly" - Structured and process-oriented - Ability to multi-task and work independently under pressure Must be eligible to work in Mexico without sponsorship from an employer now or in the future EOE M/F/Veterans/Disabled

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