Responsibilities:

• Respond to customer cases in line with Service Level Agreements.
• Proactively identify and resolve potential problems to prevent them from occurring and improve the overall customer experience.
• Approach each case to ensure 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 on the customer.
• Gather logs, and 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 promptly if no resolution can be found.
• Prioritize workload based on severity and impact to customers 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 about 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 candor, 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.
• Six or more years of experience supporting business-to-business customers
• Hands-on experience that demonstrates knowledge of:
• Networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS, etc.)
• HTTP protocol (Structure, status codes, authentication, etc.)
• Application Support Basics (Common troubleshooting methodology for Windows and Linux programs)
• SSL/TLS protocols (Structure, certificates, initial handshake, etc.)
• SMTP (Protocol, Routing, MX Records, commands, status/response codes, etc.)
• Packet Capture/Analysis with tcpdump and Wireshark
• Diagnosing network latency and intermittent issues
• Reading and analyzing log files
• Active Directory (Domains, structure, permissions, group policies, etc.)
• MSSQL fundamentals (Management interface, accessing logs, browsing databases, simple queries, permissions, jobs, etc.)
• Information Security Concepts
• Experience supporting the following applications:
• Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)
• Windows (Permissions, services, file system, Event Viewer, etc.)

Desired Skills and Experience:

• Endpoint application stack diagnostics and analysis for Windows, Mac, and Linux Endpoints
• Windows and Linux memory dump capture and analysis