[Hiring] Technical Support Engineer III @Forcepoint

Role Description

A Technical Support Engineer III 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 seen as 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.

• Respond to customer cases in line with Service Level Agreements.
• Proactively identify and resolve potential problems to improve the overall customer experience.
• Ensure Forcepoint products are performing at an optimal level by addressing underlying or additional problems.
• Gather logs, configuration details, and attempt to reproduce reported issues.
• Research issues in the Knowledge Base, documentation, and with team members as needed.
• Recommend solutions to customers and follow through to resolution or escalate cases as necessary.
• Prioritize workload based on severity and impact to customer.
• Be accountable for customer escalations and drive them internally to a speedy resolution.
• Document all interactions and case details within the customer tracking database.
• Adhere to company policies and procedures regarding customer handling and case management.
• Participate in knowledge sharing via 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 regarding 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.

Qualifications

• Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
• Six or more years of experience supporting business to business customers.
• Hands-on experience that demonstrates knowledge of:
• Networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS, etc.)
• HTTP protocol (Structure, status codes, authentication, etc.)
• Application Support Basics (Common troubleshooting methodology for Windows and Linux programs)
• SSL/TLS protocols (Structure, certificates, initial handshake, etc.)
• SMTP (Protocol, Routing, MX Records, commands, status/response codes, etc.)
• Packet Capture/Analysis with tcpdump and Wireshark.
• Diagnosing network latency and intermittent issues.
• Reading and analyzing log files.
• Active Directory (Domains, structure, permissions, group policies, etc.)
• MSSQL fundamentals (Management interface, accessing logs, browsing databases, simple queries, permissions, jobs, etc.)
• Information Security Concepts.
• Experience supporting the following applications:
• Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)
• Windows (Permissions, services, file system, Event Viewer, etc.)

Requirements

• Extreme levels of accountability and results-driven.
• Value teamwork and collaboration.
• Transparent and candid communication.
• Boldness and initiative in taking calculated risks.
• Execute with speed and integrity, delivering high-quality work.

Desired Skills and Experience

• Endpoint application stack diagnostics and analysis for Windows, Mac, and Linux Endpoints.
• Windows and Linux memory dump capture and analysis.

Benefits

• Equal employment opportunities for all applicants and employees.
• Commitment to building an inclusive and diverse workplace.
• Opportunities for job seekers with disabilities.