Technical Support Engineer

• Provide accurate, creative, and customer-focused solutions to end-user issues to ensure high satisfaction.
• Act as a trusted technical advisor, taking end-to-end ownership of customer issues and driving them to closure with a strong focus on customer success.
• Proactively listen to customers, set clear expectations, and communicate transparently on progress and next steps to build long-term trust.
• Troubleshoot, diagnose, and resolve hardware, software, and network problems related to Check Point security products.
• Proactively monitor security devices and applications, identify performance issues, analyze root causes, and resolve or properly escalate while keeping customers updated throughout.
• Standards and policies are extremely important when it comes to network security, and firewall engineers should be aware of these, keeping abreast of changes and defining processes for compliance.
• Research, resolve, and respond to customer queries received via phone and web in a timely manner, aligned with internal SLAs and quality standards.
• Demonstrate strong customer focus and ownership in addressing end-user needs and expectations, always aiming to reduce customer effort and improve their overall experience.
• Consistently deliver a high level of professionalism, clear communication, and quality of service in every customer interaction.
  

Qualifications

• 2+ years of hands-on experience in Networking or Network Security roles.
• Bachelor’s degree in Computer Science, Engineering, or a related discipline.
• Excellent written and verbal communication skills with a customer-centric approach.
• Proven ability and willingness to quickly learn and work with new technologies and products.
• Strong documentation skills for creating clear technical notes, procedures, and knowledge articles.
• Solid understanding of the TCP/IP protocol suite and core networking concepts.
• Basic knowledge of networking appliances (Routers and Switches etc)
• Good understanding of firewall concepts, policies, and traffic flow.
• Good understanding of network ports, NAT, and PAT.
• Good understanding of VPN technologies and deployments (site-to-site, remote access, etc.).
• Certifications such as CCNA, CCNP, CCSA, or equivalent networking/security certifications are a strong plus.
• Cloud knowledge an added advantage