What are the responsibilities and job description for the Technical Support Engineer (L2) position at Check Point Software?
Why Join Us?
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.
Key Responsibilities
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.
Key Responsibilities
- 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: Day Shift – Hours: 8:00 AM to 5:00 PM.
- Must be eligible to work in the United States without sponsorship now or in the future.