Technical Support Engineer III - Web Security

Overview

Forcepoint is hiring a Cybersecurity Technical Support Engineer III to provide enterprise customer support for web security and troubleshoot issues related to Forcepoint and related third-party products.

What you'll do

• Respond to customer cases in line with service level agreements.
• Investigate, reproduce, and resolve reported issues using logs and configuration details.
• Research issues via the knowledge base, documentation, and team input.
• Recommend solutions, follow through to resolution, or escalate cases when needed.
• Prioritize workload by severity and customer impact and handle cases with urgency.
• Document case interactions and resolutions in the customer tracking database.
• Use AI tools to analyze logs/policies/errors and draft tailored technical responses.

What you'll need

• Bachelor’s degree or higher in Information Systems, Computer Science, or equivalent experience.
• Five or more 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 and SSL/TLS protocols.
• Experience with packet analysis using tcpdump and Wireshark.
• Knowledge of Active Directory and MSSQL fundamentals.
• Experience capturing and analyzing Windows and Linux memory dumps for endpoint diagnostics.

Details

• Location: Flex - Bengaluru.