Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!
A Senior Technical Support Engineer is responsible for providing a world-class support experience to our
enterprise customer base. Living our corporate values of being Trustworthy, Collaborative, Accountable,
Respectful, Innovative, and Relentless, you will be responsible for assisting our customers with
troubleshooting and resolving issues related to Forcepoint as well as associated third-party products,
enabling our customers to stop the bad and free the good. You will utilize your knowledge and experience
to interpret the customers’ needs and ensure they are achieving maximum value from Forcepoint. You
will be a technical advisor within the team and called upon to provide assistance to other team members
on issues within your area of expertise. You will actively participate in product supportability programs.
Responsibilities:
- Respond to customer cases in line with Service Level Agreements.
- Proactively identify and resolve potential problems to prevent them from occurring and improve
the overall customer experience.
- Approach each case with a goal of ensuring Forcepoint products are performing at an optimal
level by addressing any underlying or additional problems uncovered during each customer
engagement.
- Ensure full understanding of the issue, including impact to customer.
- Gather logs, configuration details and attempt to reproduce the reported issues.
- Research the issue in the Knowledge Base, documentation and with your team members as
needed.
- Recommend solutions to customers and follow through to resolution or escalate the case in a
timely manner if no resolution can be found.
- Prioritize workload based on severity and impact to customer and demonstrate a sense of
urgency when handling cases.
- Be accountable for customer escalations and drive them internally to a speedy resolution while
ensuring that customers are kept fully informed of progress throughout the escalation.
- Document all interactions and case details within the customer tracking database, including a
detailed description of the issue and any resolutions recommended.
- Adhere to company policies and procedures regarding customer handling, case management and
service entitlement verification.
- Participate in knowledge sharing via involvement in technical discussions and Knowledge Base
documentation.
- Create and deliver formal mentoring programs to Technical Support Engineers
- Provide technical reviews of user documentation, product requirements documents and functional
specifications.
- Act as subject matter expert with regard to specific product components and integrations.
- Provide in-depth training in areas of expertise, general product knowledge, and integration.
- Perform other duties and projects as assigned.
Person Specification:
You demonstrate extreme levels of accountability and are results driven; you value teamwork and
collaboration; you communicate transparently and with candour, while always being genuine; you act
boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes; you
execute with speed and integrity, delivering high quality work product which you are proud of.
Required Skills and Experience:
- Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent
experience.
- Eight or more years of experience supporting business to business customers
- Proven ability to diagnose and troubleshoot complex systems level technical configuration
issues.
- Advanced skills in design, configuration and troubleshooting of Linux server operating systems
(RedHat, CentOS or similar UNIX flavours such as Solaris) and/or
- Extensive experience with design, deployment and integration of Windows Server Operating
System 2003/2008/2008R2, preferably in an Enterprise environment
- Extensive experience with design, deployment and integration of Secure Web Gateways
- Experience in MSSQL Server
- Experience with scripting languages such as Python, Bash/Shell
- Experience in the design, implementation, and troubleshooting of Active Directory or other
directory services such as OpenLDAP, Novell eDirectory, Sun One or iPlanet
- Advanced experience in Network principles, including experience with Routers, Switches, and/or
Firewalls as well as advanced experience with routing protocols, IP addressing (Subnetting) and
general LAN/WAN principles including TCP/IP, DNS/DHCP and/or
- Enterprise applications, including performance, interaction, and conflict/troubleshooting, with an
in-depth understanding of server operating systems such as Linux and Windows
- Experience in system integration and multi-vendor environments
- Experience with virtual and cloud-based platforms
