Technical Support Engineer II

About the Role

The Cybersecurity Technical Support Engineer II provides world-class technical support to Forcepoint's enterprise customers, troubleshooting issues across Forcepoint products and integrated third-party solutions. You will serve as a technical advisor, interpret customer needs, and ensure products operate at optimal performance while contributing to knowledge sharing and product support.

What You'll Do

• Respond to customer cases in line with Service Level Agreements (SLAs).

• Proactively identify and resolve potential problems to prevent issues and improve the overall customer experience.

• Ensure full understanding of the issue, including impact to customer; gather logs and configuration details and attempt to reproduce reported issues.

• Research the issue in the Knowledge Base, documentation, and with team members; recommend solutions and follow through to resolution or escalate as needed.

• Prioritize workload based on severity and impact; demonstrate urgency when handling cases.

• Be accountable for customer escalations and drive them internally to a speedy resolution while keeping customers informed.

• Document all interactions and case details in the customer tracking database.

• Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification.

• Participate in knowledge sharing via 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 and general product knowledge.

• Perform other duties and projects as assigned.

• What We're Looking For

• Bachelor's Degree or higher in Information Systems, Computer Science, or equivalent experience.

• 3+ years of experience supporting business-to-business (B2B) customers.

• Familiarity with Forcepoint DLP, Data Security System Administration, Endpoint Security, Windows, Linux, Mac OS, LDAP/AD, email and mail flow troubleshooting, Enterprise Cloud Services.

• Strong knowledge of Networking fundamentals, HTTP, SSL/TLS, SMTP; experience with packet capture/analysis using tcpdump and Wireshark.

• Ability to diagnose network latency and intermittent issues; read and analyze log files.

• Experience with Active Directory, MSSQL fundamentals, information security concepts.

• Endpoint diagnostics for Windows, Mac, and Linux; memory dump capture and analysis.

• Experience with Red Hat Linux fundamentals; Windows permissions, services, and Event Viewer.

• Compensation & Benefits

• (Not specified in the posting)