Advanced Services Engineer

Hyperproof; Ciudad de México; Presencial; MXN 1,038,000 - 1,732,000; Jornada completa

Descripción de la vacante

A leading cybersecurity company in Mexico seeks an Advanced Services Engineer to provide technical support for complex customer environments. The ideal candidate will possess strong knowledge of enterprise networking and security, with hands-on experience in Forescout products preferred. Responsibilities include troubleshooting, customer support, and optimization of deployment strategies. The role requires a Bachelor's degree in a relevant field and a customer-focused mindset. Competitive benefits are offered along with a collaborative work environment.

Servicios

Competitive compensation and benefits

401K match

Generous FTO policy

Formación

• Hands-on experience with Forescout products preferred.
• Strong knowledge of enterprise networking and security environments.
• Minimum 3 years of experience with network hardware configuration.

Responsabilidades

• Assist customers with technical issues and ensure optimal performance.
• Provide complex product support in a collaborative environment.
• Monitor and manage Support Services cases.

Conocimientos

Customer service

Problem-solving

Organization

Time management

Technical aptitude

Educación

Bachelor's Degree in Computer Science, Engineering, or equivalent

Herramientas

Salesforce.com

VMware - vSphere

Microsoft Hyper-V

Descripción del empleo

What You Will Do

Forescout has an excellent opportunity for an engaging and employee-focused Advanced Services Engineer (ASE) to join our high-energy, multi-cultural, world-changing team.

The Advanced Services Engineer position at Forescout Technologies offers the opportunity to assist customers with technical issues and ensure optimal performance of our products and solutions in large, complex customer environments. You will need a solid understanding of Forescout products and basic knowledge of the environment in which they are deployed. You will take ownership of assigned projects and support configurations to address and resolve customer issues. Competencies essential to your success in this role include customer service, problem-solving, organization, time management, combined with agility of learning and technical aptitude, and operating Forescout solutions in real-world customer environments. The ASE will troubleshoot the Forescout solutions, provide upgrade and deployment best practices to the base Forescout solution, as well as integrate the Forescout product with other customer third-party software, such as remote access and SIEM technologies.

You will own the following:

• Develop a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed.
• Provide complex product support, in a collaborative team environment, to customers, other Forescout employees, and partners.
• Participate in knowledge transfer with teammates, attend formal team training sessions, brown bags, and formal mentoring.
• Routinely monitor and develop knowledge assets to enable customer self-sufficiency.
• Monitor and manage Support Services cases.
• Achieve a high level of expertise in all areas of the product.
• Capable of completing assigned duties, handling cases, and escalations within guidelines with minimal direction from Support Services Leadership.
• Routinely act independently while researching and developing solutions to customer issues.
• Liaison to Engineering on product issues, including design, features, and defects.
• Acts as a technical point of contact and is repeatedly sought by others to provide specialty knowledge to assist them in their problem-solving.
• Administer and mature a customer enterprise deployment of the Forescout solution.
• Interface with Forescout Support and/or R&D to resolve issues that may impede success.
• Analyze and optimize polices in accordance with customers’ business requirements.
• Manage equipment installation and configuration at all locations, including lab environments.
• Assist customers with planning and executing Forescout software and hardware upgrades.
• Create customer reports to achieve project alignment and unity of effort.

What You Bring to Forescout

We encourage you to apply if you meet most but not all the requirements listed below. We value competency, aptitude, effort, and a great attitude as a supplement to experience.

• Hands-on experience Forescout products, including configuration and administration preferred:
• Strong knowledge of enterprise networking and security environments.
• Administrative-level understanding of all networking protocol layers.
• Solid understanding of enterprise computing environments, distributed applications, and TCP/IP networking.
• Experience deploying and/or supporting network technologies such as Cisco, Palo Alto, Juniper, and Brocade switches.
• Experience installing, implementing, and troubleshooting network access control (NAC) security solutions is a plus.
• Experience deploying and/or supporting enterprise security software, including firewalls, IPS, antivirus solutions, application firewalls, high-availability solutions, and network management systems.
• Minimum 3 years of experience with network hardware configuration.
• Strong to advanced knowledge of system administration functions:
• Advanced, administrator-level understanding of operating systems (Linux, Windows, macOS, and UNIX).
• Solid understanding of security best practices for these operating systems.
• At least 3 years of hands-on experience with Windows-based and UNIX/Linux operating systems.
• Technical & Support Skills:
• Strong technical support skills.
• Expertise in debugging and root-cause analysis within complex, large-scale environments.
• Strong customer-focused mindset.
• Ability to clearly document and communicate complex procedures and technical steps.
• Ability to multitask across multiple projects.
• Strong organizational and time-management skills.
• Experience working in demanding and challenging environments.
• Additional Strongly Desired Skills:
• Knowledge/experience utilizing Salesforce.com or similar CRM tools.
• VMware -vSphere, Microsoft Hyper-V, and PGSQL.
• A self-motivated individual with a ‘can do’ attitude.
• Hands-on experience with programming and scripting languages is a plus:
• Working knowledge of shell, Perl, and XML scripting.
• Familiarity with C, Java, Bash, and Python.
• Education & Certifications:
• Bachelor\'s Degree in Computer Science, Engineering, or equivalent industry experience.
• Industry Certifications such as CASP+, Security+, CEH, CCNA, SANS (GCIA, GCIH, GREM, GPEN) is a plus.
• Candidates must be able to obtain a Forescout Certified Administrator (FSCA) and/or Forescout Certified Engineer (FSCE) within the first year of employment.

What Forescout Offers You

• Competitive compensation and benefits—we cover 85% of employee and dependents’ health care premiums, 100% company paid employee life and disability insurance premiums, 401K match, generous FTO policy (U.S. only), option to purchase voluntary life, accident and critical illness insurance, employee assistance program, maternity and parental bonding leave and much more.
• Collaborative and innovative environment –make an impact on worldwide security while working on the hottest technology.
• Leadership that supports and encourages professional growth and development.
• Want a glimpse of Life @ Forescout? Check us out on Facebook and Instagram.
• Learn more @ www.forescout.com.

Our Mission

Continuously identify, protect, and ensure the compliance of all cyber assets across the modern organization.

Our Values

• One Team – We all work together, and we all win together.
• Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven – We listen, we learn, and we make it right.
• Relentless – We\'re smart, determined, and find a way. We figure stuff out.
• Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.

Thank you for taking the time to learn more about us. If this opportunity intrigues you, we would love for you to apply!

Note to Employment Agencies: We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired because of the referral or through other means.

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.