Principal Technical Support Engineer

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!

Responsibility

• Provide remote support to our Global customers through Phone/E-mail and Chat Channel
• Responding to customer queries in a timely manner, Regular follow-ups with customers with recommendations, updates, and action plans
• Replicate customer issues and engage product team in a timely manner for quick resolution
• Leverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide effective solutions
• Contribute by creating new knowledge base articles for internal and external consumption
• Participate in technical communications and Trainings within the peers to share best practices
• Take ownership of Technical Escalation and work towards troubleshooting the issue.

Technical Requirements

• 4+ years of experience as Technical Support Engineer
• Candidates should have RHCE / CCNA certifications
• Clear understanding of OSI and TCP/IP model
• Familiarity and technical understanding of core Internet technology (DNS, HTTP, TCP/IP, routing, firewalls, etc.)
• Experience in Linux and Windows AD.
• Experience in Mail Infrastructure, Postfix and SQL.
• Understanding of Data Privacy regulations
• Experience with Troubleshooting tools and capture analysis (Fiddler, Wireshark…)
• Familiarity and Technical understanding on Microsoft SQL queries
• Candidate should have worked on MS - 035, Cisco Iron port, Symantec Mail Security for exchange, Mimecast Email security, Barracuda Email Security

Professional Qualities

• Customer centric approach with focus on customer Outcome
• Excellent Customer handling and communication (verbal and written) skills
• Good team player with ability to operate independently with minimal supervision
• Ability to articulate and clearly communicate Critical / Technical messages
• Ability to Plan and Prioritize tasks based on Severity and Priority
• Excellent Troubleshooting skills

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 [email protected].

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