Technical Support Engineer 2

Intelligent. Dynamic. Resilient.

Everfox formerly Forcepoint Federal has been defending the worlds most critical data and networksagainst the most complex cyber threats imaginable for more than 25 trailblazers in defense-grade high assurance cyber security we have been leading the way indeveloping and delivering innovative cyber security technology. We protect data wherever it resides. Our unwavering dedication and commitment to our customers and the critical missions they serve arewhat set us apart. We are dynamic vigilant and proactive in everything we suite of cross domain threat protection and insider risk solutions empower governments andenterprise organizations to use data safely - where and however their people need Everfox we innovate we invest we achieve. We protect what matters most to our customers. Andwe offer protection like no do all of this so our customers can focus on what matters most their mission.

Job title: Technical Support Engineer 2

Location: Remote

Overview of the role

A fantastic opportunity has arisen within the Technical Support team at Everfox where you will be responsible for providing technical support and consultancy to make our customers journey with Everfox a resounding success.

You will focus on delivering best-in-class support and customer service to turn every customer into an advocate of Everfox encouraging successful word-of-mouth recommendations to support long-term growth for our business.

The successful candidate will be sharp technically literate collaborative and highly personable with the ability to consult with technical and non-technical stakeholders both internally and externally at all levels. You may come from a network/infrastructure support role with the plan to move into something more client-centric or you may simply be a technical individual that enjoys working with people. You will have frequent communications with the wider CES and engineering team in London work from your home office and potentially travel to customer sites across the US and Canada Everfoxs office locations and colleagues in neighboring cities/states.

You will be comfortable with our client support structure where a follow the sun approach ensures that there is always at least one Technical Support Engineer available to speak to customers. This will mean being part of an on-call support rota providing phone cover for high priority incidents over weekends and bank holidays and embracing flexible start and finish times on working days.

Key responsibilities

Our Technical Support Engineers will be able to:

• Develop a detailed understanding of Everfoxs hardsec product suite to articulate Everfoxs hardware enforced isolation capability in both highly technical language as well as simple jargon-free language.

• Develop a working knowledge of the full Everfox product suite.

• Provide ongoing support to customers and help manage associated ticket queues.

• Provide administration services for the Everfox ULTRA Cloud Service.

• Undertake root cause analysis on technical issues before working with the Everfox engineering team to plan a resolution.

• Engage with Everfoxs engineering teams in London to discuss product improvements and roadmap items from a functional usability and performance perspective.

• Carry out detailed product testing of new hardsec releases and features ensuring they work as expected and raise issues (with clear instruction on how to replicate) to the engineering team for investigation.

• Conceive and help create customer success material (documentation training videos etc.)

• Be part of the 24x7 remote support rota (qualifying for additional inconvenience allowance).

• Recognising the industry that Garrison operates in and appreciating the importance of following Garrisons information security policies.

As your experience increases you may be asked to:

• Engage with customer technical teams to help plan and support installation and deployment of Everfox products.

• Support product Proof of Concepts and evaluations.

• Train customer teams to administer and support their Hardsec deployment.

• Specialise in and provide support for Everfox products outside of the hardsec product suite.

• Develop a detailed understanding of the cyber security market and cyber security best practices to provide consultancy to our customers.

• Assist the sales and marketing team at US and international industry events.

Skills and experience

Youll be perfect if you have the following experience/skills-

• An ability to remain calm under pressure and to maintain a diplomatic manner even when being challenged.

• Able to communicate well both verbally and in writing.

• A strong understanding of computer networking; in particular:

Internet technologies such as DNS NTP HTTPS SSL certificates and cloud platforms.

The supporting OSI stack - TCP/IP Ethernet routing and switching.

Enterprise security infrastructure e.g. proxy and firewall technology syslog platforms.

Security best practice.

It would be super useful if youve got-

• A degree in a relevant Engineering Maths or Science subject or equivalent professional experience.

• Practical experience implementing integrating and debugging networks.

• A general understanding of the current cyber threat landscape and the challenges faced by organizations in combatting these threats. This should include knowledge about solutions and technologies commonly used by organizations to defend against cyber-attacks.

• Experience working directly with end customers in a technical or consultative capacity.

• A customer-centric approach:

Ability to listen and hear a client and respond to the questions they ask as well as pushing your own agenda.

Ability to explain complex concepts in a clear consumable fashion.

Ability to successfully engage at all levels from 1st/2nd Line support and engineering teams and up to C-Level.

And we are delighted to have team members who show the following qualities-

• Able to collaborate with team members.

• Possess excellent interpersonal skills.

• Self-motivated adaptable enjoy solving difficult challenges and delivering results.

• Detail-oriented proactive and pragmatic

• Highly organized with strong time management skills.

A reasonable estimate of the base salary range for this role is:

The actual salary offered may vary within the range based on a candidates unique experience locale and business addition to a base salary and bonus plans Everfox offers a generous benefits package including flexible PTO a 401k match and contribution to healthcare coverages. Our talent acquisition team will provide specific information regarding bonus eligibility and benefits offerings.

Dont meet every single qualification Studies show people are hesitant to apply if they dont meet all requirements listed in a job posting. If there is something slightly different about your previous experience but it otherwise aligns and youre excited about this role we encourage you to apply. You could be a great candidate for this or other roles on our team.

Everfox is an equal employment opportunity employer and complies with all applicable federal state and local laws prohibiting discrimination. Everfox does not discriminate against any employee or applicant based on race color religion sex age national origin disability veteran status marital status medical condition or any other category protected by applicable law. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by sending an email to

Everfox is a Federal Contractor. Certain positions with Everfox require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be U.S. Persons as defined in these regulations. Generally a U.S. Person is a U.S. citizen lawful permanent resident or an individual who has been admitted as a refugee or granted asylum.

Applicants must have the right to work in the location to which you have applied.