Tier 3 Support Engineer
Check Point Software Technologies · Tel Aviv · Israel · hybrid
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.
- 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.
- 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