Associate Cyber Security Support Engineer

Salary depends on experience
Posted on 10/14/17
Austin, TX
Information Services
Salary depends on experience
Posted on 10/14/17

Essential Functions

  • 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.
  • 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.
  • Perform other duties and projects as assigned.

Education, Experience, and Skills

  • 2 year degree or higher in Information Systems, Computer Science, or equivalent experience
  • Two or more years of experience supporting business to business customers
  • Hands-on experience that demonstrates knowledge of: Network security solutions (Firewall, IPsec VPN, IDS/IPS, SSL VPNetc.) and Networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS etc.)
  • HTTP protocol (Structure, status codes, authentication, etc.)
  • Application Support Basics (Common troubleshooting methodology for Windows and Linux programs)
  • SSL/TLS protocols (Structure, certificates, initial handshake, etc.)
  • SMTP (Routing, MX Records, commands, status/response codes etc.)
  • Routing (WCCP, PBR, Load Balancer Fundamentals, etc.)
  • AC files basics (setup, download, basic PAC file commands, etc.)
  • Packet Analysis with tcpdump and Wireshark
  • Diagnosing network latency and intermittent issues
  • Reading and analysing log files
  • Demonstrate extreme levels of accountability and are results driven
  • Value teamwork and collaboration
  • Communicate transparently and with candour, while always being genuine
  • Act boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes
  • Execute with speed and integrity, delivering high quality work product which you are proud of

Preferred Education, Experience, and Skills

  • Active Directory (Domains, structure, permissions, group policies, etc.)
  • MSSQL fundamentals (Management interface, accessing logs, browsing databases, simple queries, permissions, jobs, etc.)
  • Information Security Concepts
  • Experience supporting one of the following applications: Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.) or Windows (Permissions, services, file system, Event Viewer, etc.)
Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.