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Sr. Technical Support Engineer

| Austin

Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people’s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.



Job Summary:

A Senior Technical Support Engineer is responsible for providing a world-class support experience to our enterprise 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.  You will be seen as a technical

advisor within the team and called upon to provide assistance to other team members on issues within your area of expertise. You will actively participate in product supportability programs. 


* 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.

Person Specification: 

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.

* Eight or more years of experience supporting business to business customers

* Proven ability to diagnose and troubleshoot complex systems level technical configuration issues.

* Advanced skills in design, configuration and troubleshooting of Linux server operating systems (RedHat, CentOS or similar UNIX flavours such as Solaris) and/or

* Extensive experience with design, deployment and integration of Windows Server Operating System 2003/2008/2008R2, preferably in an Enterprise environment

* Extensive experience with design, deployment and integration of Secure Web Gateways

* Experience in MSSQL Server 

* Experience with scripting languages such as Python, Bash/Shell

* Experience in the design, implementation, and troubleshooting of Active Directory or other directory services such as OpenLDAP, Novell eDirectory, Sun One or iPlanet 

* Advanced experience in Network principles, including experience with Routers, Switches, and/or Firewalls as well as advanced experience with routing protocols, IP addressing

(Subnetting) and general LAN/WAN principles including TCP/IP, DNS/DHCP and/or

* Enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in-depth understanding of server operating systems such as Linux and Windows

* Experience in system integration and multi-vendor environments

* Experience with virtual and cloud based platforms

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We are located in the North Austin area by The Domain, off of Braker between Mopac and 183. Our office patio overlooks Quarry Lake.

What are Forcepoint Perks + Benefits

Forcepoint Benefits Overview

We have a competitive benefits package.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dependant Care account
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Company Outings
Game Room
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement