Who is Forcepoint
Forcepoint simplifies security for global businesses and governments. Forcepoint's 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, you're in the right place we want you to bring your own energy to help us create a safer world. All we're missing is you!
Responsibility
- Provide remote support to our Global customers through Phone/E-mail and Chat Channel
- Responding to customer queries in a timely manner, Regular follow-ups with customers with recommendations, updates, and action plans
- Replicate customer issues and engage product team in a timely manner for quick resolution
- Leverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide effective solutions
- Contribute by creating new knowledge base articles for internal and external consumption
- Participate in technical communications and Trainings within the peers to share best practices
- Take ownership of Technical Escalation and work towards troubleshooting the issue.
Technical Requirements
- 4+ years of experience as Technical Support Engineer
- Candidates should have RHCE / CCNA certifications
- Clear understanding of OSI and TCP/IP model
- Familiarity and technical understanding of core Internet technology (DNS, HTTP, TCP/IP, routing, firewalls, etc.)
- Experience in Linux and Windows AD.
- Experience in Mail Infrastructure, Postfix and SQL.
- Understanding of Data Privacy regulations
- Experience with Troubleshooting tools and capture analysis (Fiddler, Wireshark)
- Familiarity and Technical understanding on Microsoft SQL queries
- Candidate should have worked on MS - 035, Cisco Iron port, Symantec Mail Security for exchange, Mimecast Email security, Barracuda Email Security
Professional Qualities
- Customer centric approach with focus on customer Outcome
- Excellent Customer handling and communication (verbal and written) skills
- Good team player with ability to operate independently with minimal supervision
- Ability to articulate and clearly communicate Critical / Technical messages
- Ability to Plan and Prioritize tasks based on Severity and Priority
- Excellent Troubleshooting skills
