Sr. Technical Support Engineer - Data Security

Forcepoint; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Forcepoint is seeking a Senior Technical Support Engineer to provide exceptional support to our enterprise customer base. You will troubleshoot and resolve issues related to Forcepoint products and engage in product supportability programs.

The ideal candidate should have over 8 years of experience, a Bachelor’s degree in Information Systems or Computer Science, and advanced skills in Linux and Windows operating systems. A collaborative attitude and commitment to customer satisfaction are essential.

Qualifications

• 8+ years of experience supporting business-to-business customers.
• Proven ability to diagnose and troubleshoot complex systems-level technical configuration issues.
• Experience in system integration and multi-vendor environments.

Responsibilities

• Respond to customer cases in line with Service Level Agreements.
• Proactively identify and resolve potential problems to improve the overall customer experience.
• Document all interactions and case details within the customer tracking database.

Skills

Linux server operating systems design and troubleshooting

Windows Server Operating Systems

MSSQL Server

Scripting languages (Python, Bash/Shell)

Network principles and technologies

Education

Bachelor’s Degree in Information Systems or Computer Science

Tools

RedHat

CentOS

Active Directory

Secure Web Gateways

Virtual and cloud-based platforms

Job description

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.

A Senior Technical Support Engineer is responsible for providing a world‑class support experience to our enterprise customer base. You will assist our customers with troubleshooting and resolving issues related to Forcepoint and associated third‑party products, ensuring they achieve maximum value from our platform. You will act as a technical advisor within the team, assist colleagues on issues within your area of expertise, and participate in product supportability programs.

Responsibilities

• Respond 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 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 the 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, if no resolution can be found, elevate the case in a timely manner.
• Prioritize workload based on severity and impact to the customer and demonstrate a sense of urgency when handling cases.
• Be accountable for customer escalations and drive them internally to a speedy resolution while keeping customers 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.

Person Specification

You demonstrate extreme levels of accountability and are results driven; you value teamwork and collaboration; you communicate transparently and with candour, while always being genuine; you act boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes; you execute with speed and integrity, delivering high quality work you are proud of.

Required Skills and Experience

• Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
• Eight or more years of experience supporting business‑to‑business customers.
• Proven ability to diagnose and troubleshoot complex systems‑level technical configuration issues.
• Advanced skills in design, configuration and troubleshooting of Linux server operating systems (RedHat, CentOS or similar UNIX flavours such as Solaris).
• Extensive experience with design, deployment and integration of Windows Server Operating Systems 2003/2008/2008R2, preferably in an Enterprise environment.
• Extensive experience with design, deployment and integration of Secure Web Gateways.
• Experience in MSSQL Server.
• Experience with scripting languages such as Python, Bash/Shell.
• Experience in the design, implementation, and troubleshooting of Active Directory or other directory services such as OpenLDAP, Novell eDirectory, Sun One or iPlanet.
• Advanced experience in Network principles, including experience with Routers, Switches, and/or Firewalls as well as advanced experience with routing protocols, IP addressing (Subnetting) and general LAN/WAN principles including TCP/IP, DNS/DHCP.
• Experience with enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in‑depth understanding of server operating systems such as Linux and Windows.
• Experience in system integration and multi‑vendor environments.
• Experience with virtual and cloud‑based platforms.

Equal Employment Opportunity

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. 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.

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. Please send an email to [e-mail].

Applicants must have the right to work in the location to which you have applied.