CheckPoint Technical Account Manager Team Leader 

India, Karnataka, Bengaluru 

449188680

Join now and become a part of the success story that secures tens of thousands of organizations of all sizes around the globe.

Step into a dynamic, high-visibility role as the APAC Escalation SE, this role plays a crucial role in bridging customer support and product development, ensuring that complex technical issues are resolved efficiently. Their impact can be measured across several key areas:

1. Customer Satisfaction & Retention
2. Operational Efficiency
3. Product & Engineering Improvement
4. Business Continuity & Risk Mitigation
5. Innovation & Process Optimization
6. Revenue Protection & Growth

• Case Facilitation: Actively manage post-sales support cases, ensuring timely and effective resolution.
• Escalation Management: Identify and escalate cases that are not progressing, collaborating with relevant teams to address issues swiftly.
• Status Review: Conduct regular reviews of case statuses to identify bottlenecks and showstoppers, implementing strategies for resolution.
• Service Partner Collaboration: Engage with service partners to assess performance, identify gaps, and develop areas for improvement.
• Reporting: Maintain clear documentation of case progress and outcomes, providing regular updates to management and stakeholders.
• Customer Communication: Serve as a point of contact for customers, ensuring their concerns are addressed and expectations are met.
• Continuous Improvement: Proactively identify opportunities for enhancing post sales processes and customer service practices.
• Building & Leading : you will build and lead the team of escalation engineers

• Bachelor’s degree in a relevant field or equivalent experience.
• Minimum of +8 years in a technical support or customer service role; experience in post-sales support is preferred.
• Experience in leading a small team will be added advanatage
• Proficient in English communication, both written and verbal, with a focus on collaboration and providing constructive feedback to internal engineering teams.
• Strong analytical and problem-solving abilities.
• Hands-on experience in implementing and driving projects in Check Point's technology will be an added advantage.
• Ability to manage multiple priorities and work under pressure.
• Industry certifications in cyber security and relevant content-specific certifications like

CCNA/CCNP/CCSA or any other Network Certification will be an added advantage.

• Detail-oriented, proactive, and customer-focused with a strong commitment to service excellence
• Skilled in facilitation, utilizing technology and collaboration tools to gather insights and achieve desired outcomes.
• Proactive self-starter, capable of independently assessing priorities and delivering high-quality results in a fast-paced, ambiguous environment.
• Autonomy and discretion in operations, coupled with an in-depth understanding of concepts.

What you'll get in return

• Path to Senior Roles: You can transition into roles like Senior Escalation Engineer, Support Manager, Technical Program Manager, or Solutions Architect.
• Exposure to Cutting-Edge Technology: You’ll work on complex issues related to cloud computing, cybersecurity, DevOps, AI, and networking.
• Cross-Team Collaboration: Engaging with engineering, product, and security teams opens doors to other career paths.
• Hands-on Experience: Solve real-world technical challenges that enhance your problem-solving skills.
• Escalation SE role is more than just a job—it’s a launchpad for a high-impact career in security, cloud, DevOps, or technical leadership. If you enjoy solving complex problems, working with cutting-edge tech, and making a real business impact, this is an excellent role to grow in