As a Tier 3 Support Engineer, you will be in charge of taking full ownership of customer technical issues globally, leading internal escalations, maintaining the knowledge base, providing product feedback, and managing support-related projects.
You will play a pivotal role in our venture-backed startup, recognized by Gartner and Forrester, contributing to transforming the security landscape with our cutting-edge Cybersecurity Experience (CSX) Platform. Join us in the heart of Tel Aviv to shape the future of this dynamic field within the robust framework of the Check Point family.
Key Responsibilities
As the Tier 3 Support Engineer, you will be responsible for:
Taking full ownership of customer technical issues for Perimeter 81's customers, including initial troubleshooting, identification of root causes, and issue resolution and communication
Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams
Designing and maintaining the Perimeter 81 knowledge base, keeping it up-to-date with relevant information
Providing product feedback and insights to internal teams
Managing internal projects related to support such as training and support readiness for release
Requirements: 3+ years of experience in supporting B2B SaaS as a Tier-3 Support level (or different position with similar responsibility) solutions for international customers a must
Experience supporting and troubleshooting network protocols and network deployments a must.
Excellent communication skills and the ability to work in a fast-paced, team environment a must.
Working with IPsec protocol, Tunnels & Wireshark - a big advantage.
Experience in a cloud environment - an advantage.
Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution, indepndent.
Self-starter, able to learn new technologies "on the fly"
Ability to multi-task and work independently under pressure
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