Who is Forcepoint?
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 Cybersecurity 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.
Responsibilities:
- Respond to customer cases in line with Service Level Agreements.
- Proactively identify and resolve potential problems in an effort 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.
Required Skills and Experience:
- Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
- Five or more years of experience supporting business to business customers
- Clear understanding of OSI and TCP/IP model
- Familiarity and technical understanding of core Internet technology (DNS, HTTP, TCP/IP, routing, firewalls, etc.)
- Experience in deploying Data Security technologies like Endpoint Protection, Encryption Gateways , Data Classification rules , Fingerprinting , Email Gateway(Postfix Solutions)
- Experience in Implementing Data Security Policies across organizations and having better understanding on the Policy Levels and the classifier conditions being used.
- Clear understanding on the compliance such as HIPAA, SSN, CCN,GDPR etc
- Experience with Troubleshooting the Data Security related issues like Deployment Failure, UI logging, Endpoint Performance, Email Delivery and Notifications etc
- Experience with Troubleshooting tools and capture analysis (Fiddler, Wireshark…)
- Experience on Linux Operating System commands
- Familiarity and Technical understanding on Microsoft SQL queriesProfessional Qualities
- Customer centric approach with focus on customer Outcome
- Excellent Customer handling and communication (verbal and written) skills
- Good team player with ability to operate independently with minimal supervision
- Ability to articulate and clearly communicate Critical / Technical messages
- Ability to Plan and Prioritize tasks based on Severity and Priority
- Excellent Troubleshooting skills
Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.
Applicants must have the right to work in the location to which you have applied.
