TechnicalSupportEngineerIII

**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! **Job Description** A Technical Support Engineer III is responsible for providing a world-class support experience to our enterprise 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. You will be seen as a technical advisor within the team and called upon to provide assistance to other team members on issues within your area of expertise. You will actively participate in product supportability programs. **Responsibilities:** * 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,