Technical Support Engineer III

Overview

Provide a world-class technical support experience to Forcepoint's enterprise customers, troubleshooting and resolving issues with Forcepoint and associated third-party products while acting as a technical advisor within the team.

What you'll do

• 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.
• Ensure full understanding of the issue, including impact to the customer.
• Gather logs and configuration details and attempt to reproduce reported issues.
• Research issues in the Knowledge Base, documentation and with team members as needed.
• 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.
• Be accountable for customer escalations and drive them internally to a speedy resolution while keeping customers informed of progress.
• Document all interactions and case details in the customer tracking database, including a detailed description of the issue and recommended resolutions.
• Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification.
• Participate in knowledge sharing through 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 in areas of expertise, general product knowledge, and integration.
• Actively participate in product supportability programs.
• Use AI tools to analyze logs, policies and errors, summarize support tickets, research solutions, draft technical responses and create and maintain knowledge base articles.
• Perform other duties and projects as assigned.

What you'll need

• Bachelor's Degree or higher in Information Systems, Computer Science, or equivalent experience.
• Six or more years of experience supporting business to business 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, and networking basic concepts and connection troubleshooting.
• Hands-on experience demonstrating knowledge of networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS).
• Hands-on experience demonstrating knowledge of HTTP protocol (structure, status codes, authentication).
• Hands-on experience demonstrating knowledge of application support basics (common troubleshooting methodology for Windows and Linux programs).
• Hands-on experience demonstrating knowledge of SSL/TLS protocols (structure, certificates, initial handshake).
• Hands-on experience demonstrating knowledge of SMTP (protocol, routing, MX records, commands, status/response codes).
• Hands-on experience with packet capture and analysis using tcpdump and Wireshark.
• Hands-on experience diagnosing network latency and intermittent issues.
• Hands-on experience reading and analysing log files.
• Hands-on experience with Active Directory (domains, structure, permissions, group policies).
• Hands-on experience with MSSQL fundamentals (management interface, accessing logs, browsing databases, simple queries, permissions, jobs).
• Knowledge of information security concepts.
• Hands-on experience with endpoint application stack diagnostics and analysis for Windows, Mac and Linux endpoints.
• Hands-on experience capturing and analysing Windows and Linux memory dumps.
• Experience supporting Red Hat Linux fundamentals (command line navigation, file system, permissions, networking).
• Experience supporting Windows (permissions, services, file system, Event Viewer).
• Experience with at least one AI tool (ChatGPT, Claude, Gemini, etc.).
• Ability to write effective prompts for technical support tasks.
• Ability to validate AI-generated outputs against configurations, documentation and best practices before use.
• Understanding of AI limitations (including hallucinations) and ability to apply critical thinking.
• Ability to break down complex issues into structured AI prompts.

Details

• Right to work in the location applied for is required.