Technical Support Engineer III - Web Security

Responsibilities

• Respond to customer cases in line with Service Level Agreements to ensure optimal product performance.
• Proactively identify and resolve potential problems to improve the overall customer experience.
• Gather logs, configuration details, and attempt to reproduce reported issues for deep-dive troubleshooting.
• Research issues using the Knowledge Base and documentation, recommending solutions or escalating as necessary.
• Manage customer escalations by driving them internally to a speedy resolution while keeping customers informed.
• Document all interactions, case details, and resolutions within the customer tracking database.
• Act as a subject matter expert and mentor to other Technical Support Engineers.
• Participate in technical discussions and contribute to Knowledge Base documentation and product reviews.

Requirements

• Bachelor’s Degree in Information Systems, Computer Science, or equivalent experience.
• 5+ years of experience in B2B customer support.
• Strong networking fundamentals including Layer 2/3, TCP/IP, and DNS.
• Deep knowledge of HTTP protocols and SSL/TLS protocols (certificates, handshakes, etc.).
• Proficiency in packet analysis using tools like tcpdump and Wireshark.
• Experience with Active Directory (domains, permissions, group policies).
• Understanding of MSSQL fundamentals, including querying and managing logs.
• Hands-on troubleshooting experience with both Linux (Red Hat preferred) and Windows environments.
• Ability to diagnose network latency and intermittent connectivity issues.

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 cybersecurity solutions.