Technical Support Engineer I

Forcepoint; Hinoba-an; On-site; PHP 350,000 - 650,000; Full time

Job summary

Forcepoint is hiring a Technical Support Engineer I to deliver world-class service to our customer base. You will troubleshoot and resolve issues related to Forcepoint products and third-party integrations, ensuring customers get maximum value from our cloud-native security platform.

You will work with networking, AD, Windows/Linux, and cloud environments to diagnose problems, gather logs, and provide timely solutions, while upholding Forcepoint’s values of trust, collaboration, and

Qualifications

• Bachelor’s degree or higher in Information Systems, Computer Science, or equivalent.
• 1+ years of experience supporting business-to-business customers.
• Hands-on networking, HTTP, Linux, Windows, and AD fundamentals.
• Experience with cloud environments such as Azure or AWS.
• Experience reading logs, diagnosing latency, and using tcpdump/Wireshark.

Responsibilities

• Respond to customer cases in line with Service Level Agreements.
• Proactively identify and resolve potential problems to prevent issues.
• Ensure Forcepoint products perform at an optimal level and address underlying problems.
• Gather logs, configuration details and attempt to reproduce issues.
• Research issues in the Knowledge Base and with team members as needed.
• Recommend solutions and follow through to resolution or escalation.
• Prioritize workload based on severity and impact to customer.
• Document interactions and case details in the tracking system.
• Adhere to company policies on customer handling and entitlement verification.
• Participate in knowledge sharing and knowledge base documentation.
• Perform other duties and projects as assigned.

Skills

Networking fundamentals

TCP/IP

HTTP protocol

Windows

Linux

Active Directory

Information Security Concepts

Cloud environments (Azure, AWS)

Log analysis

Education

Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience

Tools

tcpdump

Wireshark

Azure CLI

AWS CLI

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. All we’re missing is you!

A Technical Support Engineer I is responsible for providing a world-class support experience to our customer base. Living our corporate values of being Trustworthy, Collaborative, Accountable, Respectful, Innovative, and Relentless, you will be responsible for assisting our customers with troubleshooting and resolving issues related to Forcepoint as well as associated third-party products, enabling our customers to stop the bad and free the good. You will utilize your knowledge and experience to interpret the customers’ needs and ensure they are achieving maximum value from Forcepoint.

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 accelerate 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.
• 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.
• 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.
• One or more years of experience supporting business to business customers.
• Hands-on experience that demonstrate knowledge of:
• Networking fundamentals (Layer 2 and 3, 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)
• Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)
• Windows (Permissions, services, file system, Event Viewer, etc.)
• 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 analyzing log files
• Active Directory (Domains, structure, permissions, group policies, etc.)
• Installing and configuring systems in cloud environments such as Azure and AWS.
• Working with Active Directory and Group Policy (Domains, permissions, security)
• Experience in troubleshooting client machines and applications on Window, MacOS
• Information Security Concepts

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

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. You may request reasonable accommodations by sending an email to [e-mail].

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

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. Based in Austin, Texas, Forcepoint creates safe, trusted environments for customers and their employees in more than 150 countries. For over 20 years, we've specialized in making security simple for over 11k customers. Our customers trust our experience, our innovative technologies, and our people. We have over 2.5k employees and every team at Forcepoint, from support to product development to engineering, is dedicated to simplifying security and making it easier to use. 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. All we’re missing is you!