Technical Support Engineer II

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

Job summary

Forcepoint is searching for a Cybersecurity Technical Support Engineer II in Bengaluru, India, to provide world-class support to our enterprise customers. This role requires assisting with troubleshooting and resolving technical issues with Forcepoint products and understanding customer impacts.

The ideal candidate should possess a Bachelor's degree in Information Systems or Computer Science, with a minimum of three years in a similar role. Essential skills include networking fundamentals, SSL/TLS, and hands-on experience with Windows and Linux environments.

Forcepoint values teamwork, collaboration, and results-driven initiatives, offering a supportive work culture.

Qualifications

• 3+ years of experience supporting business-to-business customers.
• Familiarity with Forcepoint DLP, Data Security, and Endpoint Security.
• Hands-on experience with various operating systems including Windows, Linux, and Mac OS.

Responsibilities

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

Skills

Customer support experience

Technical troubleshooting

Networking fundamentals

Knowledge of SSL/TLS protocols

Experience with Windows and Linux

Knowledge of Active Directory

Log file analysis

Education

Bachelor’s Degree in Information Systems or Computer Science

Tools

Wireshark

tcpdump

MSSQL

Job description

Cybersecurity Technical Support Engineer II

A Cybersecurity Technical Support Engineer II 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 assist our customers with troubleshooting and resolving issues related to Forcepoint as well as associated third‑party products, enabling them to stop the bad and free the good.

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 elevate 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 a 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 candor, 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 product which you are proud of.

Required Skills and Experience

• Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
• Three 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 demonstrating knowledge of networking fundamentals (Layer2 and3, TCP/IP, 3‑way handshake, DNS, etc.).
• Hands‑on experience demonstrating knowledge of HTTP protocol (structure, status codes, authentication, etc.).
• Hands‑on experience demonstrating knowledge of application support basics (common troubleshooting methodology for Windows and Linux programs).
• Hands‑on experience demonstrating knowledge of SSL/TLS protocols (structure, certificates, initial handshake, etc.).
• Hands‑on experience demonstrating knowledge of SMTP (protocol, routing, MX records, commands, status/response codes, etc.).
• Hands‑on experience demonstrating knowledge of packet capture/analysis with tcpdump and Wireshark.
• Hands‑on experience diagnosing network latency and intermittent issues.
• Hands‑on experience reading and analyzing log files.
• Hands‑on experience with Active Directory (domains, structure, permissions, group policies, etc.).
• Hands‑on experience with MSSQL fundamentals (management interface, accessing logs, browsing databases, simple queries, permissions, jobs, etc.).
• Hands‑on experience with information security concepts.
• Hands‑on experience with endpoint application stack diagnostics and analysis for Windows, Mac, and Linux.
• Hands‑on experience with Windows and Linux memory dump capture and analysis.
• Experience supporting the following applications:
• RedHat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.).
• Windows (permissions, services, file system, Event Viewer, etc.).

Equal Employment Opportunity Statement

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