We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at Check Point.

If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.

Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

Synthesizes business insights and orchestrates global teams across the organization to deliver alternative solutions while applying deep expertise and thought leadership. Acts as a "virtual Chief Technical Officer" to provide Account Thought leadership, leverage deep knowledge of Microsoft's solutions, industry, and customer needs, and acts as the voice of the customer, industry, and team. Leads technology strategy formulation by leading alignment of customer needs and technology solutions, execution of technology strategy/digital transformation, creation of mid- to long-term technical roadmaps, and translation of customer business objectives. Develops and drives opportunities, presents opportunities to the customer, and creates demand. Coaches peers on how to create and maintain an opportunity initiation and how to map Microsoft priorities to opportunities. Leads digital transformation using corporate and cross-industry resources, and partners with line-of-business leader or senior executive to articulate the benefits of Microsoft technology over competitor solutions. Helps customer technical specialists sell Microsoft offerings. Maps technical customer requirements and business scenarios to Microsoft technology platforms. Orchestrates necessary teams and partners to ensure demand generation and establishes best practices for account planning. Delivers regular industry/technology briefings to customer technology senior decision-makers technical teams. Uses readiness resources and demonstrates expertise in creating enablement plans.
Responsibilities
Customer AI and Security Strategy Leadership
Document and articulate the customers business objectives, technology landscape and AI and Security strategy
Researching and understanding the customer and their industry through multiple channels, including, but not limited to, digital sales resources, internal experts, executive sponsors, direct customer engagements, leading Account Strategy Envisioning workshops

Operate as ONE Microsoft to drive customer centricity and build trust by delivering a differentiated customer experience

Owning the AI Plan and attaching it to the account plan, keeping it refreshed regularly

Documenting, maintaining and communicating the customers technology landscape and roadmap

Building effective partnerships with Innovation/Transformation Leaders in businesses units and TDMs, connecting Industry/Business scenarios to cross solution areas and driving AI solutions, including partner solutions, to differentiate Microsoft from competitors

Using deep customer understanding to develop an AI and Security strategy that will both benefit the customer through innovation and create net new pipeline and secure the customer

Creating and qualifying new stage 1 opportunities for TDM-led engagements

Proactively working with the customer to ensure intent for usage and consumption, orchestrating the relevant opportunity owners for existing projects and/or creating new customer project pipeline through TDM engagements.

Close collaboration with the Customer success team (CSA and SSSP) to sell the value of proactively incorporate Unified in AI Transformation opportunities