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, documentation and with your team members as needed.
Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found.
Prioritize workload based on severity and impact to customer and demonstrate a sense of urgency when handling cases.
Be accountable for customer escalations and drive them internally to a speedy resolution while ensuring that customers are kept fully informed of progress throughout the escalation.
Document all interactions and case details within the customer tracking database, including a detailed description of the issue and any resolutions recommended.
Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification.
Participate in knowledge sharing via involvement in technical discussions and Knowledge Base documentation.
Create and deliver formal mentoring programs to Technical Support Engineers
Provide technical reviews of user documentation, product requirements documents and functional specifications.
Act as subject matter expert with regard to specific product components and integrations.
Provide in-depth training in areas of expertise, general product knowledge, and integration.
Perform other duties and projects as assigned.
You demonstrate extreme levels of accountability and are results driven; you value teamwork and collaboration; you communicate transparently and with candour, while always being genuine; you act boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes; you execute with speed and integrity, delivering high quality work product which you are proud of.
Required Skills and Experience:
Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
Five or more years of experience supporting business to business customers
Hands-on experience that demonstrate knowledge of:
Good knowledge of network security solutions Firewall, IPsec VPN, IDS/IPS, SSL, VPN etc.)
Excellent knowledge of 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.)
Packet capture and analysis with tcpdump and Wireshark
Diagnosing network latency and intermittent issues
Reading and analysing log files
Active Directory (Domains, structure, permissions, group policies, etc.)
Information Security Concepts
Experience supporting one of the following applications:
Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)
Windows (Permissions, services, file system, Event Viewer, etc.)
We are mission driven.
We are passionate about our mission because our solutions protect businesses, critical infrastructures, and governments around the world.
Find out more about Forcepoint’s Mission, Vision, and Values at www.Forcepoint.com and follow us on Twitter at @ForcepointSec.
Find us on social at #forcepoint #forcepointculture #lifeatforcepoint to find out what its really like to work here from the team themselves.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Applicants must have the right to work in the location to which you have applied.
We are committed to hiring and retaining a diverse workforce, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.