We are looking for an experienced Tier 3 Support Engineer to serve as a key technical expert, leading the resolution of complex application, networking, and security challenges.
This role is ideal for a highly technical, customer-facing professional with strong experience in network architecture, firewalls, and cloud-based systems, who thrives on solving complex problems and taking initiative in high-impact situations.
Youll be part of a rapidly evolving Exposure Management platform within Check Point, operating in a true multi-vendor security ecosystem. In this role, you will gain broad exposure to the full security stack and real-world attack scenarios across leading technologies - making it an excellent opportunity for engineers who are passionate about staying at the forefront of modern cybersecurity.
Key Responsibilities
Technical Troubleshooting and Support:
Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.
Escalation Management:
Take ownership of escalated support cases, ensuring timely and thorough resolution.
Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
Collaborate with development and product teams to address root causes and improve application reliability.
Customer Communication:
Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
Ensure solutions are tailored to meet customer needs while setting accurate expectations.
Professional Services Collaboration:
Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
Assist with onboarding, integrations, and custom configurations as needed.

Required Technical Support Engineer Tier 3
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.
Youll Own:
Subject Matter Expertise: Serving as a dedicated subject matter expert (SME) for a specific product area and owning it end-to-end.
Escalation Management: Partnering with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes.
Team Enablement: Educating and upskilling Tier 2 teams by sharing insights, documenting learnings, and delivering trainings to bridge knowledge gaps and improve first-line resolution rates.
Support Tooling: Identifying gaps and advocating for, or creating troubleshooting tooling as needed, to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible.
Youll Solve:
Complex Troubleshooting: Performing root cause analysis, troubleshooting, and resolving issues using a variety of tools, datasets, and cross-functional collaboration.
Recurring Technical Challenges: Aligning closely with R&D teams to communicate recurring technical themes and suggesting improvements.
Customer Obstacles: Reading and understanding code and writing occasional scripts to resolve complex customer issues.
Youll Impact:
Product Quality & Supportability: Collaborating with R&D and Product Management to provide solutions and workarounds, and to implement product features or support tools that ultimately reduce the need for customers to submit tickets.
Support Team Proficiency: Mentoring and enabling support teams to improve technical proficiency and resolution capabilities.