OverviewA Technical Support Engineer is responsible for providing a world‑class support experience to our enterprise customer base. You will assist customers with troubleshooting and resolving issues related to Forcepoint and associated third‑party products, enabling our customers to stop the bad and free the good. You will interpret customer needs to help them achieve maximum value from Forcepoint and act as a technical advisor within the team.ResponsibilitiesRespond 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.Ensure Forcepoint products perform optimally by addressing underlying or additional problems during each engagement.Gather logs, configuration details, and attempt to reproduce reported issues.Research issues using the Knowledge Base, documentation, and team members as needed.Recommend solutions to customers and follow through to resolution or timely escalation when needed.Prioritize workload based on severity, impact, and demonstrate urgency in handling cases.Be accountable for customer escalations and drive them to speedy resolution while keeping customers fully informed.Document all interactions and case details in the customer tracking database.Adhere to company policies and procedures around customer handling, case management, and service entitlement verification.Participate in knowledge sharing, technical discussions, and Knowledge Base documentation.Create and deliver formal mentoring programs to Technical Support Engineers.Provide technical reviews of user documentation, product requirements, and functional specifications.Act as a subject‑matter expert on 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 SpecificationYou should demonstrate extreme accountability and results orientation, value teamwork and collaboration, communicate transparently, act boldly, take initiative, and execute with speed and integrity to deliver high‑quality work you’re proud of.Required Skills and ExperienceBachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.Six or more years of experience supporting business‑to‑business customers.Networking fundamentals: TCP/IP, DNS, Layer 2/3; endpoint‑to‑server connectivity troubleshooting.Windows application support, including services, registry, Event Viewer, and .NET application diagnostics.Linux command‑line fundamentals: file system navigation, permissions, and service management.Kubernetes fundamentals, pod‑based microservice deployments, and cluster‑managed architectures.Cloud storage connector protocols: SharePoint Online, OneDrive, and SMB/CIFS file shares.Log analysis across distributed, multi‑component systems.Packet capture and analysis with tcpdump and Wireshark.Information security concepts: data classification, DLP, and data posture management.Desired Skills and ExperienceEndpoint application stack diagnostics for Windows and macOS, including Office VSTO add‑in failures, memory dump capture, and analysis.Kubernetes cluster navigation using Rancher/K3s.Elasticsearch and Kafka fundamentals.Familiarity with cloud infrastructure concepts; AWS, S3‑compatible object storage, and SaaS platform monitoring tools such as Grafana.EEO StatementThe 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 by sending an email to recruiting@forcepoint.com. Applicants must have the right to work in the location to which you have applied.
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