Tier 3 Support Engineer

Company Description

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.

You’ll 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.

 

Job Description

• 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.

Qualifications

• Experience:

  • Technical Expertise:
    • 3+ years of experience in technical support (Tier 3), professional services, or a customer-facing role within the cybersecurity or cloud computing fields.
    • Strong familiarity with cloud and SaaS environments (AWS, Azure, GCP) 
    • Experience troubleshooting and debugging application-related issues in distributed cloud-based systems.
    • Experience with Kibana, Elasticsearch or similar 
    • Strong knowledge of networking concepts and protocols, including TCP/IP, DNS, HTTP/S, VPNs, routing, and traffic analysis.
    • Hands-on experience with firewalls, network security platforms (from vendors such as Check Point, Palo Alto Networks, Fortinet, Cisco, or similar.), firewall policies, access control, and enterprise security architectures.
  • Automation and Scripting:
    • Proficiency in scripting or automation tools and languages such as Python, Bash, or similar.
  • Communication and Problem-Solving:
    • Exceptional analytical and troubleshooting skills, particularly with application-level issues.
    • Strong verbal and written communication skills to bridge technical concepts for diverse audiences.

  Key Attributes:

  • Keen attention to detail with a proactive mindset.
  • Ability to independently manage multiple high-priority issues simultaneously.
  • Collaborative team player with the ability to work effectively across departments.
  • Customer-centric approach with a strong passion for resolving technical challenges.

  Advantages:

  • Familiarity with containerization technologies (e.g., Docker, Kubernetes).
  • Experience analyzing network traffic using tools such as Wireshark, tcpdump, or similar.
  • Hands-on experience with cybersecurity technologies and tools such as SIEMs, NIST frameworks, Nuclei, Shodan, etc.
  • Knowledge of application security practices and protocols.
  • Prior Experience in Intelligence  
  • Experience with Data Pipelines
  • Experience working with Salesforce as a ticketing system 
  • Familiarity with Jira
  • Experience with monitoring and visualization tools (Grafana, Prometheus, etc.)
  • Working knowledge in Linux environment

Additional Information