Technical Support Engineer III

🔥 2 minutes ago

🇪🇬 Egypt – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Forcepoint

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

💰 $18M Post-IPO Equity on 2006-09

Cybersecurity • Enterprise • SaaS

Forcepoint is a cybersecurity company offering a data-first approach to securing digital environments. Specializing in data security across cloud, web, email, and enterprise networks, Forcepoint provides solutions such as Data Loss Prevention (DLP), Cloud Access Security Broker (CASB), Secure Web Gateway, and Next Generation Firewall (NGFW). The company enables secure and efficient access to data in the cloud and on-premises, deploying AI-powered automation to enhance risk management and streamline compliance. As a recognized leader in security service edge solutions, Forcepoint is trusted by organizations to protect sensitive data and prevent breaches across varied digital platforms.

📋 Description

• Respond to customer cases in line with Service Level Agreements • Proactively identify and resolve potential problems to prevent recurrence and improve customer experience • Troubleshoot Forcepoint products and associated third-party products • Ensure Forcepoint products perform at an optimal level by addressing underlying or additional problems • Understand issues and their impact on customers • Gather logs and configuration details and reproduce reported issues • Research issues in the Knowledge Base, documentation, and with team members • Recommend solutions and follow through to resolution or escalate cases in a timely manner • Prioritize workload based on severity and customer impact • Own customer escalations and drive them internally to speedy resolution while keeping customers informed • Document interactions and case details in the customer tracking database • Adhere to policies and procedures for customer handling, case management, and service entitlement verification • Participate in knowledge sharing through 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 for specific product components and integrations • Provide in-depth training in areas of expertise, general product knowledge, and integration • Participate in product supportability programs • Perform other duties and projects as assigned

🎯 Requirements

• Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience • Six or more years of experience supporting business to business customers • Hands-on knowledge of networking fundamentals, including Layer 2 and 3, TCP/IP, 3-way handshake, and DNS • Knowledge of HTTP protocol, including structure, status codes, and authentication • Application support basics for Windows and Linux programs • Knowledge of SSL/TLS protocols, certificates, and handshakes • Knowledge of SMTP, including routing, MX records, commands, and status/response codes • Packet capture and analysis using tcpdump and Wireshark • Experience diagnosing network latency and intermittent issues • Experience reading and analysing log files • Knowledge of Active Directory, including domains, permissions, and group policies • MSSQL fundamentals, including logs, databases, simple queries, permissions, and jobs • Information security concepts • Experience supporting Red Hat Linux • Experience supporting Windows, including permissions, services, file system, and Event Viewer • Applicants must have the right to work in the location to which they have applied

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