Forcepoint
Web Security
TechnicalSupportEngineerIII
Neural analysis suggests this role is
optimal for Senior candidates.
“Technical Support Engineer III at Forcepoint. Skills: Technical Support, Web Security, Networking Fundamentals, Protocol Analysis, System Diagnostics. Providing a world-class support experience to enterprise customers. Assisting customers with troubleshooting and resolving issues related to Forcepoint and associated third-party products”
What You'll Achieve.
Achieving maximum value from Forcepoint; Ensuring Forcepoint products are performing at an optimal level; Speedy resolution of escalations; Delivering high quality work product
Industry & Context.
Troubleshooting and resolving issues; Proactively identify and resolve potential problems; Research the issue in the Knowledge Base, documentation and with your team members as needed; Recommend solutions to customers
What They're Looking For.
Must Have
Five or more years of experience supporting business to business customers, 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. ), 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 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, Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc. ), Windows (Permissions, services, file system, Event Viewer, etc. )
What You'll Do.
Providing a world-class support experience to enterprise customers
Assisting customers with troubleshooting and resolving issues related to Forcepoint and associated third-party products
Interpreting customer needs and ensuring they achieve maximum value from Forcepoint
Responding to customer cases in line with Service Level Agreements
Proactively identifying and resolving potential problems
Ensuring Forcepoint products are performing at an optimal level
configuration details and attempting to reproduce reported issues
Recommending solutions to customers and following through to resolution
Escalating cases in a timely manner
Prioritizing workload based on severity and impact
Documenting all interactions and case details
Participating in knowledge sharing
Creating and delivering formal mentoring programs
Providing technical reviews of user documentation
product requirements documents and functional specifications
Acting as subject matter expert with regard to specific product components and integrations
Providing in-depth training in areas of expertise
general product knowledge
How You'll Work.
Team & Collaboration
Providing assistance to other team members on issues within your area of expertise; Participating in knowledge sharing via involvement in technical discussions; Collaborative values
Communication Scope
Communicate transparently and with candour
Full 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 Cybersecurity 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, docu
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