Technical Support Engineer (T3)

United States: Dallas TX, Atlanta GA, Minneapolis MN, San Antonio TX, Denver CO, Houston TX, Austin TX, Detroit MI, Kansas City MO, Oklahoma City OK

Technical Services | Full Time | Job Id: 13037

Your Team

The Escalation Engineer is responsible for monitoring, assigning, and following up on the status of their respective team’s service requests on a daily basis.  Escalation Engineers will review to ensure proper troubleshooting was performed, and will interface with the development team for any programmatic changes needed to correct non-configuration issues.  They must give special attention to warm transfer Severity 1 and 2 service requests and keep management updated.  This person will also recommend enhancements regarding product, application, or documentation in accordance with the Technical Support Policies and Procedures.

Your Impact & Responsibilities

  • Assist in reproducing issues and work with internal teams to provide resolutions / knowledge transfers.
  • Assist with managing customer expectations and resolution of technical issues in a timely manner.
  • Provides necessary support to the Service Managers for high profile technical escalations.
  • Develops, maintains and teaches troubleshooting skills on all Check Point products and technical knowledge in industry standard based technologies.

 

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Your Knowledge & Skills

  • Experience with Check Point products
  • BS/MS in a computer related field preferred
  • Experience troubleshooting network related technologies: 802.1q VLANs, Multicast, VRRP and/or similar clustering mechanisms, static and dynamic routing (BGP & OSPF)
  • Advanced understanding of enterprise network protocols (HTTP, HTTPS, FTP, SCP/SSH, ICMP, DNS, NFS/SMB)
  • Experience providing support to direct customers, resellers, O&M, and field personnel in resolving company product related issues
  • Experienced in managing and troubleshooting Linux or Unix based operating systems
  • Experience with supporting a multi-vendor environment, to include Cisco and Dell L2/L3 devices, VMware ESXi/ VSphere
  • Scripting / Programming experience preferred:  Bash, Python, Perl, PHP, SQL
  • Minimal travel may be expected
  • Must be eligible to work in the US without sponsorship from an employer now or in the future

 EOE M/F/Veterans/Disabled

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