Technical Support Engineer III – Data Security System

Job Description

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 :
– Bachelors Degree or higher in Information Systems, Computer Science, or equivalent experience.

– Five or more years of experience supporting business to business customers.

– Familiarity with Forcepoint DLP, Data Security System Administration, Endpoint Security, Windows, Linux, Mac OS,LDAP/AD, Email and mail flow troubleshooting, Enterprise Cloud Services, Networking basic concepts and connection troubleshooting.

– Hands-on experience that demonstrate knowledge of :

1. Networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS etc.)

2. HTTP protocol (Structure, status codes, authentication, etc.)

3. Application Support Basics (Common troubleshooting methodology for Windows and Linux programs).

4. SSL/TLS protocols (Structure, certificates, initial handshake, etc.)

5. SMTP (Protocol, Routing, MX Records, commands, status/response codes etc.)

6. Packet Capture/Analysis with tcpdump and Wireshark.

– Diagnosing network latency and intermittent issues.

– Reading and analysing 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.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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