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14 Forcepoint Jobs

Technical Support Engineer III

5-10 years

Bangalore / Bengaluru

1 vacancy

Technical Support Engineer III

Forcepoint

posted 22hr ago

Job Description

  • 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 escalate 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 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.
  • Five 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 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)
  • SSL/TLS protocols (Structure, certificates, initial handshake, etc.)
  • SMTP (Protocol, Routing, MX Records, commands, status/response codes etc.)
  • Packet Capture/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 the following applications:
    • Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)
    • Windows (Permissions, services, file system, Event Viewer, etc.)

Employment Type: Full Time, Permanent

Read full job description

Prepare for Technical Support Engineer 3 roles with real interview advice

Top Forcepoint Technical Support Engineer 3 Interview Questions

Q1. In a packet capture how much data transfer is there. Should we able to check wireshark or tcpdump
Q2. How to implement stack using queue and vice versa
Q3. If u have 2 eggs and 100 floor building determine the maximum number of floor from which u can drop egg without breaking
View all 10 questions

What people at Forcepoint are saying

4.0
 Rating based on 4 Technical Support Engineer 3 reviews

Likes

Learning opportunity

  • Salary - Good
  • +2 more
Dislikes

Too much work pressure and tough to balance life.

  • Work-life balance - Poor
Read 4 Technical Support Engineer 3 reviews

Technical Support Engineer 3 salary at Forcepoint

reported by 40 employees with 5-11 years exp.
₹13 L/yr - ₹23 L/yr
24% more than the average Technical Support Engineer 3 Salary in India
View more details

What Forcepoint employees are saying about work life

based on 75 employees
66%
86%
74%
90%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Forcepoint Benefits

Health Insurance
Work From Home
Team Outings
Education Assistance
Free Transport
Cafeteria +6 more
View more benefits

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