Sr. Technical Support Engineer

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!

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 issue.Act 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.