Adroit Bi

About the Role At Adroit BI , we are committed to achieving excellence through expertise. As an Expert Competence Engineer , you will play a vital role in delivering world-class technical support, driving innovation, and ensuring seamless customer experiences. Youll work within a highly collaborative and inclusive environment that values innovation, learning, and authenticity. Purpose of the Role To provide advanced technical support and troubleshooting expertise for global customers and partners, ensuring service excellence, network reliability, and adherence to security best practices. Key Responsibilities 1. Technical Support & Troubleshooting Provide 24x7x365 Level 2/3 technical support for global service partners and customers. Diagnose, troubleshoot, and perform corrective or preventive maintenance on reported issues. Escalate complex problems to higher support levels when required. 2. Incident & Outage Management Act as Outage Manager by identifying the scope, impact, and risks of outages. Document outage incidents and ensure compliance with contractual SLA and root cause analysis obligations. Provide timely recovery actions and communicate status updates to customers. 3. Documentation & Knowledge Management Contribute to and review upgrade guides, process documentation, and procedural manuals. Maintain and update Adroit BI’s knowledge management system with lessons learned and resolutions. Share knowledge proactively across teams to enhance collective expertise. 4. Customer Relationship Management Build and maintain strong relationships with customers and service partners. Ensure high levels of customer satisfaction by delivering responsive and effective support. Collaborate with OEMs and internal stakeholders to resolve technical challenges. 5. Compliance & Continuous Improvement Adhere to ISO27001 information handling and security standards. Participate in continuous learning, process improvement, and innovation initiatives. Support new product introduction (NPI) and customer engineering activities as needed. Skills & Experience Essential Requirements: Strong expertise in Network Security technologies . Hands-on experience in Technical Support (2LS/3LS) and Customer Engineering/NPI . Excellent communication skills (written and verbal) and a proactive customer service attitude. Proven experience with Checkpoint security solutions – TAC support experience preferred. Working knowledge of Checkpoint products such as Management Server, Firewall, and Endpoint Security . Ability to work under pressure, including on-call support in a 24x7x365 environment. Fluency in English (spoken and written). Ability to travel when required. Preferred Certifications: CCSE, CCES, CCCS, CCTE (Checkpoint Certified) PCNSE (Palo Alto Certified Network Security Engineer) – advantage Additional Preferred Attributes: Strong passion for IP Networking and security innovation. Self-motivated, organized, and team-oriented professional. Demonstrated leadership, problem-solving, and analytical skills.