Sr. Technical Support Engineer

Who is Forcepoint

Forcepoint simplifies security for global businesses and governments. Forcepoints all-in-one truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20 years in business. 2.7k employees. 150 countries. 11k customers. 300 patents. If our mission excites you youre in the right place; we want you to bring your own energy to help us create a safer world. All were missing is you!

Responsibilities:

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.

Assist Technical Support Engineers and Specialist Technical Support Engineers that may need your knowledge and experience when solving an as mentor and advisor to the team.

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.

Createand deliver formal mentoring programs toTechnicalSupport 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.

Dont meet every single qualification Studies show people are hesitant to apply if they dont meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace so 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.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race color creed religion sex sexual orientation gender identity marital status citizenship status age national origin ancestry disability veteran status or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. 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 .

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