Technical Support Engineer III - Web Security

Forcepoint simplifies security for global businesses and governments, and they are seeking a Cybersecurity Technical Support Engineer III to provide world-class support to their enterprise customers. This role involves troubleshooting and resolving issues related to Forcepoint products and associated third-party products, ensuring customers achieve maximum value from the services provided.

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

Requirements:

• Bachelor's Degree or higher in Information Systems, Computer Science, or equivalent experience
• Five or more years of experience supporting business to business customers
• Hands-on experience that demonstrate 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.)
• Routing (WCCP, PBR, Load Balancer Fundamentals, etc.)
• PAC files basics (setup, download, basic PAC file commands, etc.)
• Packet 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
• Endpoint application stack diagnostics and analysis for Windows, Mac, and Linux Endpoints
• Windows and Linux memory dump capture and analysis
• Experience supporting one of 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.)