Technical Support Engineer I

Overview

A Technical Support Engineer I provides support to customers by troubleshooting and resolving issues related to Forcepoint products and associated third-party products.

What you'll do

• Respond to customer cases according to Service Level Agreements.
• Proactively identify and resolve potential problems to prevent issues.
• Ensure Forcepoint products perform optimally by addressing underlying problems.
• Gather logs and configuration details and attempt to reproduce reported issues.
• Research issues using the Knowledge Base, documentation, and teammates.
• Recommend solutions, follow through to resolution, or escalate when needed.
• Document interactions and case details in the customer tracking database.

What you'll need

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
• 1+ years of experience supporting business-to-business customers.
• Hands-on knowledge of networking fundamentals (Layer 2/3, TCP/IP, DNS, etc.).
• Hands-on knowledge of HTTP protocol (structure, status codes, authentication, etc.).
• Knowledge of Red Hat Linux fundamentals and command line basics.
• Knowledge of Windows fundamentals including permissions, services, file system, and Event Viewer.
• Knowledge of SSL/TLS protocols and routing (including load balancer fundamentals).

Details

• Location: Bengaluru.
• Work mode: Flex.