Key Responsibilities
Customer Engagement & Case Management Respond to and manage customer cases in line with Service Level Agreements, demonstrating a sense of urgency and clear ownership throughout.
Ensure full understanding of reported issues, including their technical impact and business context for the customer.
Gather diagnostic data including logs and configuration details; reproduce reported issues in a controlled environment where possible. Research issues using the Knowledge Base, product documentation, and collaboration with colleagues; recommend and drive solutions through to resolution or timely escalation.
Prioritise workload based on severity and customer impact, maintaining transparency with customers on progress at all times.
Document all case interactions and resolution details accurately within the case management system.
Adhere to company policies and procedures for customer handling, case management, and service entitlement verification.
Be accountable for escalated cases, coordinating internally to achieve timely resolution while keeping customers fully informed.
Technical Excellence & Problem Solving Proactively identify and resolve potential problems before they affect customers, contributing to an improved overall support experience.
Approach each case with a goal of ensuring Forcepoint Web Security products are performing at an optimal level, addressing any underlying or related issues uncovered during each engagement.
Investigate and analyse data across one or more customer cases to identify root causes; work with peers and Product Development to generate solutions, proactively contacting customers who may benefit.
Provide technical reviews of user documentation, product requirements documents, and functional specifications.
Act as a subject matter expert for Forcepoint Web Security components, integrations, and deployment architectures.
Team Contribution & Knowledge Sharing Assist peers and other Technical Support Engineers who require your knowledge and expertise when resolving issues.
Participate in knowledge sharing through technical discussions, Knowledge Base contribution, and documentation.
Create and deliver mentoring programmes for Technical Support Engineers, supporting their development and technical growth.
Provide in-depth training in areas of expertise, including Forcepoint Web Security product knowledge and integration scenarios.
Actively participate in product supportability programmes. Participate in 24x7 'follow the sun' support coverage via an on-call model as required. Perform other duties and projects as assigned.
Requirements & Qualifications
The following qualifications are expected for this role.
Candidates who meet the majority of these criteria and demonstrate strong learning agility are encouraged to apply.
Experience 5+ years in a technical support, systems engineering, or network security role, with demonstrable hands-on experience supporting web proxy, secure web gateway, or URL filtering solutions in an enterprise environment.
Proven ability to handle complex, multi-faceted technical cases independently from diagnosis through to resolution.
Experience supporting or administering Forcepoint Web Security (on-premises or cloud/hybrid), Broadcom/Symantec ProxySG, Zscaler ZIA, Netskope, or equivalent Secure Web Gateway platforms.
Track record of collaborating with Engineering and Product teams to drive root cause resolution and product improvement.
Experience working in a global, cross-functional environment supporting enterprise customers. Networking & Protocol Knowledge Strong understanding of web traffic
fundamentals: HTTP/HTTPS troubleshooting, proxy architectures (explicit and transparent), SSL/TLS inspection, and certificate management.
Solid grounding in TCP/IP networking: IPv4/IPv6, DNS, routing, load balancing, and OSI layers 2–7.
Hands-on experience with authentication and identity protocols: Kerberos, NTLM, SAML, LDAP, and Microsoft Active Directory integration.
Familiarity with firewall concepts, VPN technologies (IPSec, SSL-VPN), and network security architecture.
Operating Systems & Infrastructure Windows Server administration: permissions, services, file system, Event Viewer, and registry. Red Hat / CentOS Linux: command-line navigation, file system, permissions, and networking fundamentals. Virtualisation platform familiarity: VMware vSphere or Hyper-V (OVA/OVF deployment and configuration).
MSSQL fundamentals: accessing the management interface, browsing databases, reviewing logs, and running simple queries. Diagnostic & Analysis Tools Packet capture and analysis using Wireshark or tcpdump — required for SSL/TLS and proxy traffic troubleshooting.
Scripting proficiency in Python or Shell scripting for automation and log analysis (preferred).
Experience with SIEM integration concepts and log forwarding from security products. Forcepoint Web Security & SWG Technical Skills — Desirable Proficiency in Forcepoint Web Security policy configuration: URL filtering categories, SSL inspection policies, content scanning, and application control.
Experience with Content Gateway configuration including traffic redirection methods, proxy authentication design, and high-availability deployment. Ability to configure and troubleshoot user identification components in single and multidomain environments (User Service, DC Agent, RADIUS).
Familiarity with hybrid and cloud Web Security deployments, including Forcepoint Web Security Cloud and endpoint client behaviour.
Experience with Forcepoint Security Appliance Manager and appliance-based deployments.
Ability to read and interpret Forcepoint Web Security log files, use the Visual Diagnostic Tool, and gather appropriate diagnostic data for escalations.
Certifications Forcepoint Web Security Administrator or Systems Engineer certification — preferred, or willingness to obtain shortly after joining.
CCNA or equivalent networking certification — desirable. CISSP, CompTIA Security+, or equivalent security certification — desirable. Behaviours & Competencies Customer-first mindset with strong ownership and accountability for outcomes.
Excellent written and verbal communication skills; able to explain complex technical issues clearly to both technical and non-technical audiences.
Strong analytical and problem-solving ability with a methodical, evidence-based approach. Collaborative team player who actively shares knowledge and supports the development of others.
Comfortable managing multiple priorities under pressure, with a results-oriented approach.
Committed to continuous learning and staying current with evolving web security technologies and Forcepoint products.
Pay: ₹1,500,000.00 - ₹2,500,000.00 per year
Application Question(s):
- What is your current CTC and expected CTC (in LPA)?
- What is your current notice period?
- How many years of experience do you have supporting Web Security / Secure Web Gateway solutions (Forcepoint, Zscaler, Netskope, Symantec ProxySG, etc.)?
Work Location: Hybrid remote in Pune, Maharashtra (Pune, Satara District)
