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 Technical Support Engineer II - Email is responsible for providing a world-class support experience to our 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.

Responsibilities:
• Respond to customer cases in line with Service Level Agreements.
• Proactively identify and resolve potential problems 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.
• 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.
• Perform other duties and projects as assigned.
Person Specification:
You demonstrate extreme levels of accountability and are results driven; you value teamwork
and collaboration; you communicate transparently and with candor, 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.
• Three or more years of experience supporting business to business customers
• Hands-on experience that demonstrate 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)
• Red Hat Linux fundamentals (command line navigation and basic features, file system,
permissions, networking, etc.)
• Windows (Permissions, services, file system, Event Viewer, etc.)
• 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 analyzing log files
• Active Directory (Domains, structure, permissions, group policies, etc.)
• Installing and configuring systems in cloud environments such as Azure and AWS.
• Working with Active Directory and Group Policy (Domains, permissions, security)
• Experience in troubleshooting client machines and applications on Window, MacOS
• Information Security Concepts