Technical Support Engineer (L2)

As the world's leading vendor of Cyber Security, facing the most sophisticated threats and attacks, we've assembled a global team of the most driven, creative, and innovative people. At Check Point, our employees are redefining the security landscape by meeting our customers' real-time needs and providing our cutting-edge technologies and services to an ever-growing customer base.

Check Point Software Technologies has been honored by Time Magazine as one of the World's Best Companies for 2024. We've also earned a spot on the Forbes list of the World's Best Places to Work for five consecutive years (2020-2024) and recognized as one of the World's Top Female-Friendly Companies. If you're passionate about making the world a safer place and want to be part of an award-winning company culture, we invite you to join us.

• Provide Level-2 technical support for enterprise customers during evening shift. (3:00 PM - 12:00 AM).
• Troubleshoot and resolve issues across networking, routing, security, and application layers.
• Analyze logs, packet captures, and system behavior to determine root cause of complex technical issues.
• Work with Linux-based systems to investigate services, processes, and system performance.
• Reproduce customer issues in lab environments and collaborate with internal escalation and R&D teams when required.
• Maintain ownership of cases throughout the support lifecycle, including escalation and follow-up.
• Assist with managing customer expectations and ensuring timely, professional resolution.
• Support Managers and Account Teams during high-visibility or customer-impacting escalations.
• Contribute to internal documentation and knowledge sharing to improve troubleshooting efficiency.
• Continuously expand technical expertise across Check Point products and industry-standard technologies.

• 2-5 years of experience providing technical support or troubleshooting in an enterprise environment.
• Strong generalist knowledge of networking concepts, including TCP/IP, NAT, VLANs, and routing.
• Familiarity with routing protocols such as BGP, OSPF, and static routing.
• Working knowledge of VPN and tunnel-based connectivity (site-to-site and remote access).
• Solid understanding of Linux operating systems, including log analysis and command-line troubleshooting.
• Database knowledge (basic SQL concepts, queries, or troubleshooting) is a strong plus.
• Experience supporting customers via phone, web, or chat in a technical support role.
• Familiarity with ticketing systems such as Salesforce, Zendesk, Freshdesk, or similar platforms.
• Fast learner with a strong technical drive and interest in expanding skillsets.
• Comfortable working in a fast-paced, escalation-driven support environment.
• Hybrid Role: Mostly Remote but would need to accommodate up to 1-3 days in office (as needed)
• Shift: Evening - Hours: 3:00 PM - 12:00 AM.
• Must be eligible to work in the United States without sponsorship now or in the future.
• EOE M/F/Veterans/Persons with Disability