Advanced Services Engineer

Hyperproof; Kuala Lumpur; On-site; MYR 80,000 - 110,000; Full time

Job summary

A leading cybersecurity firm is seeking an Advanced Services Engineer to assist customers with technical issues, ensuring optimal performance of their cybersecurity products. The ideal candidate has a deep understanding of networking principles and hands-on experience in diverse environments. Responsibilities include providing complex support, managing cases, and interfacing with engineering on product issues. This role is instrumental in maintaining customer satisfaction and deploying solutions effectively.

Benefits

Competitive compensation

Professional growth and development

Diverse and inclusive workplace

Qualifications

• Computer Networking Systems Administrator level knowledge of all protocol layers.
• Strong knowledge of enterprise networking environments.
• Experience with the configuration of Forescout products.

Responsibilities

• Assist customers with technical issues to ensure optimal performance of products.
• Provide complex product support to customers and Forescout employees.
• Monitor and manage Support Services cases.

Job description

Description

We envision a world where every cyber asset is seen, secure, and compliant.

Forescout Technologies, Inc., a global cybersecurity leader, continuously identifies, protects, and helps ensure the compliance of all managed and unmanaged cyber assets – IT, IoT, IoMT, and OT. For more than 20 years, Fortune 100 organizations and government agencies have trusted Forescout to provide vendor-agnostic, automated cybersecurity at scale.

The Forescout Platform delivers comprehensive capabilities for network security, risk and exposure management, and extended detection and response. With seamless context sharing and workflow orchestration via ecosystem partners, it enables customers to more effectively manage cyber risk and mitigate threats.

Join us as we secure the world with our products. We are looking for a resourceful individual to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, visionaries are welcomed.

What You Will Do

The Advanced Services Engineer (ASE) position at Forescout Technologies offers the opportunity to assist customers with technical issues to ensure optimal performance of our products and solutions within large and complex customer environments. You will need a solid understanding of Forescout products and basic knowledge of the environments 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.

In this role, you will:

• 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.
• Analyse and optimize polices in accordance with customers’ business requirements.
• Manage equipment installation and configuration at all locations, to include 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 Will Bring To Forescout

• Computer Networking Systems Administrator level knowledge of all protocol layers
• Strong knowledge of enterprise networking environments
• Expertise in debugging and root-cause analysis in complex systems and large environments
• Understanding of enterprise computing environments, distributed applications, and strong knowledge and understanding of TCP/IP networks to include ASA, Palo Alto firewalls, Cisco, Juniper, and Brocade switches.
• Experience with the configuration of Forescout products.
• Hands-on experience in both Windows and Linux, Mac OSX platforms, with a solid understanding of networking principles and security best practices
• Industry Certifications such as CASP+, Security+, CEH, CCNA, SANS (GCIA, GCIH, GREM, GPEN) is a plus.
• Advanced Administrator’s level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX) is a plus.
• Experience installing, implementing, and debugging network access control security solutions is a plus.
• Desired skills: VMware -vSphere, Microsoft Hyper-V, and PGSQL
• Understanding of programming languages: C, Java, Bash, and Python is a plus
• Minimum 3 years of experience with network hardware configuration.
• 3 years of significant experience with Windows-based operating systems and Unix systems, specifically Linux.
• Expertise in deploying large-scale enterprise deployments/data centers.
• Experience deploying and/or supporting enterprise security software products such as firewalls, IPS, Anti-Virus solutions, application firewalls, high availability solutions, network management systems, and virtual systems.
• Experience implementing complicated software products that involve multiple components.
• Experience in working and troubleshooting in heterogeneous environments.
• Ability to clearly document complicated steps and procedures.
• Working knowledge of shell, Perl, and XML scripting.
• Excellent written and verbal communication skills, strong customer orientation, good organizational skills, self-driven with the ability to multi-task on various projects, and aptitude to learn new technologies.
• Knowledge/experience utilizing Salesforce.com or similar CRM tools.
• Excellent interpersonal skills and experience working in demanding and challenging environments.
• Bachelor's Degree in Computer Science, Engineering, or equivalent industry experience.
• ForeScout Certified Administrator (FSCA) and/or ForeScout Certified Engineer (FSCE) within the first year of employment.
• A self-motivated individual with a ‘can do’ attitude.

What Forescout Offers You

Managing cyber risk, together – We are led by a visionary leadership team who encourages professional growth and development. We promote a diverse and inclusive culture providing for a collaborative and innovative environment where our team can make an impact on worldwide security while working on technology which is at the forefront of the industry. We are also proud of our competitive compensation and benefits offered. If you have a strong work ethic, are visible and lean in, you will be recognized. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more!

More About Forescout

Forescout Technologies, Inc. delivers automated cybersecurity across the digital terrain, maintaining continuous alignment of customers’ security frameworks with their digital realities, including all asset types – IT, OT, IoT, IoMT. The Forescout Continuum Platform provides complete asset visibility, continuous compliance, network segmentation and a strong foundation for Zero Trust. For more than 20 years, Fortune 100 organisations and government agencies have trusted Forescout to provide automated cybersecurity at scale. Forescout arms customers with data-powered intelligence to accurately detect risks and quickly remediate cyberthreats without disruption of critical business assets. Learn more at www.Forescout.com.

Our Mission
To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.

Our Vision
A world where every cyber asset is seen, secure and compliant.

Our Cultural Values

• 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.
• Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.
• Relentless – We\'re smart, determined, and find a way. We figure stuff out.
• One Team – We all work together, and we all win together.

Our DEI Statement
At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.

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 as a result of the referral or through other means.

#LI-VS1

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.