Technical Support Engineer III

Responsibilities

• Respond to customer cases in line with Service Level Agreements (SLAs) to ensure a world-class support experience.
• Troubleshoot and resolve complex issues related to Forcepoint DLP and data security systems.
• Proactively identify potential problems to improve the overall customer experience and product performance.
• Gather logs, configuration details, and attempt to reproduce reported issues for deep-dive analysis.
• Act as a technical advisor and subject matter expert, providing assistance to team members and participating in product supportability programs.
• Manage customer escalations by driving them internally to speedy resolutions while keeping customers informed.
• Document all interactions, case details, and resolutions within the customer tracking database.
• Mentor other Technical Support Engineers and contribute to the internal Knowledge Base.

Requirements

• Bachelor’s Degree in Information Systems, Computer Science, or equivalent experience.
• 5+ years of experience in B2B customer support.
• Strong knowledge of Forcepoint DLP, Data Security, and Endpoint Security.
• Proficiency in networking fundamentals including TCP/IP, DNS, and Layer 2/3.
• Deep understanding of HTTP, SSL/TLS, and SMTP protocols (including mail flow troubleshooting).
• Hands-on experience with packet analysis using tools like tcpdump and Wireshark.
• Experience with Active Directory, LDAP, and MSSQL fundamentals.
• Proficiency in Red Hat Linux and Windows administration.

About the Company

Forcepoint simplifies security for global businesses and governments. Our all-in-one, cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property. With over 20 years in business and 11k+ customers worldwide, we are dedicated to creating a safer world through innovative security technologies.