Expert Competence Engineer

About the Role

Adroit BI

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.