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Forcepoint

Compare

3.0

based on 75 Reviews

3 Forcepoint Technical Support Engineer 3 Jobs

Technical Support Engineer III

Forcepoint LLC.

3.0

based on 75 Reviews

5-10 years

Bangalore / Bengaluru

1 vacancy

Technical Support Engineer III

Forcepoint

posted 21hr ago

Job Role Insights

Flexible timing

Key skills for the job

Linux System Administration Application Support Windows System Administration Information Security Active Directory Https

+ 3 more

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.)