Technical Support Engineer III

🕒 August 4

🇪🇬 Egypt – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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

• Provide a world-class support experience to enterprise customers • Troubleshoot and resolve issues related to Forcepoint and associated third-party products • Respond to customer cases in line with Service Level Agreements • Proactively identify and resolve potential problems to improve the customer experience • Gather logs and configuration details and reproduce reported issues • Research issues using the Knowledge Base, documentation, and team members • Recommend solutions and follow cases through resolution or escalate them appropriately • Prioritize workload based on case severity and customer impact • Manage customer escalations and drive internal resolution while keeping customers informed • Document customer interactions, case details, issues, and recommended resolutions in the customer tracking database • Adhere to policies and procedures for customer handling, case management, and service entitlement verification • Participate in technical discussions and Knowledge Base documentation • Create and deliver formal mentoring programs for Technical Support Engineers • Provide technical reviews of user documentation, product requirements documents, and functional specifications • Act as a subject matter expert for specific product components and integrations • Provide in-depth training in areas of expertise, general product knowledge, and integration • Perform other assigned duties and projects

🎯 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 • 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 and troubleshooting methodology for Windows and Linux programs • Knowledge of SSL/TLS protocols, including structure, certificates, and initial handshake • Knowledge of SMTP, including protocol, routing, MX records, commands, and status/response codes • Packet capture and analysis using tcpdump and Wireshark • Ability to diagnose network latency and intermittent issues • Ability to read and analyze log files • Knowledge of Active Directory, including domains, structure, permissions, and group policies • MSSQL fundamentals, including management interface, logs, databases, simple queries, permissions, and jobs • Knowledge of information security concepts • Experience supporting Red Hat Linux fundamentals, including command-line navigation, file system, permissions, networking, and basic features • Experience supporting Windows, including permissions, services, file system, and Event Viewer • Desired: Endpoint application stack diagnostics and analysis for Windows, Mac, and Linux endpoints • Desired: Windows and Linux memory dump capture and analysis • Applicants must have the right to work in the location to which they have applied

🏖️ Benefits

• Home Office work arrangement • Equal employment opportunities • Reasonable accommodation for qualified individuals with disabilities or disabled veterans