Forcepoint
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.
Technical Support Engineer – III
🕒 August 4
Where this job comes from
Posted on Forcepoint's careers page, not through a job board
First seen by Remote Rocketship August 4
Forcepoint
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 issues • 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 when necessary • Prioritize workload based on severity and customer impact • Manage 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 technical discussions and Knowledge Base documentation • Create and deliver formal mentoring programs for Technical Support Engineers • Provide technical reviews of user documentation, product requirements, and functional specifications • Act as subject matter expert for specific product components and integrations • Provide in-depth training in areas of expertise, 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 • Hands-on knowledge of networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS, etc.) • Knowledge of HTTP protocol, including structure, status codes, and authentication • Knowledge of application support basics for Windows and Linux programs • Knowledge of SSL/TLS protocols, certificates, and handshakes • 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, 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 Egypt • Desired: Endpoint application stack diagnostics for Windows, Mac, and Linux endpoints • Desired: Windows and Linux memory dump capture and analysis
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