Technical Support Engineer III - Web Security

Forcepoint; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Forcepoint is looking for a Cybersecurity Technical Support Engineer III in Bengaluru to provide exceptional support to our enterprise customers. You will troubleshoot issues related to Forcepoint and assist customers to maximize their product value.

The ideal candidate will have a Bachelor's degree in Information Systems or Computer Science, along with a minimum of five years of experience in a similar support role. Key responsibilities include responding to customer cases, problem identification, and thorough documentation of customer interactions.

Qualifications

• Five or more years of experience supporting business-to-business customers.
• Hands-on experience with networking fundamentals and application support basics.
• Experience supporting RedHat Linux or Windows applications.

Responsibilities

• Respond to customer cases in line with Service Level Agreements.
• Identify and resolve potential problems proactively.
• Document all interactions and case details.

Skills

Networking fundamentals

SSL/TLS protocols

Packet analysis

Information security concepts

Windows and Linux support

Education

Bachelor’s Degree in Information Systems or Computer Science

Tools

tcpdump

Wireshark

Active Directory

MSSQL

Job description

About Forcepoint

Forcepoint simplifies security for global businesses and governments. Our all‑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. With over 20 years in business, 2.7k employees, 150 countries, 11k+ customers, and 300+ patents, we are committed to creating a safer world.

Position Overview

A Cybersecurity Technical Support Engineer III 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 them to stop the bad and free the good. You will interpret customers’ needs to ensure they achieve maximum value from Forcepoint, act as a technical advisor, and support 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.
• 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 escalated 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 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.
• Five or more years of experience supporting business‑to‑business customers.
• Hands‑on experience demonstrating knowledge of networking fundamentals (Layer2 and3, 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:
  • RedHatLinux fundamentals (command‑line navigation and basic features, file system, permissions, networking, etc.)
  • Windows (permissions, services, file system, Event Viewer, etc.)

Equal Opportunity

Forcepoint is committed to providing equal employment opportunities to all applicants 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. We affirmatively seek to advance the principles of equal employment opportunity and encourage qualified individuals, including those with disabilities, to apply. If you are a qualified individual with a disability or a disabled veteran, you may request reasonable accommodations. Applicants must have the right to work in the location to which you have applied. For accommodation requests, send an email to [e-mail].