Cyber Security Support Engineer

Forcepoint   •  

Austin, TX

Industry: Information Services

  •  

5 - 7 years

Posted 427 days ago

This job is no longer available.

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.
  • Create and deliver formal mentoring programs to upskill Technical Support Representatives and Associate Cybersecurity Support 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.
  • Participate in activities that are related to product development and feature request evaluations. Be the voice of the customer when discussing with Product Management and Product Development
  • Perform other duties and projects as assigned.

Education, Experience, and Skills

  • 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 experience that demonstrate knowledge of:
  • Good knowledge of network security solutions Firewall, IPsec VPN, IDS/IPS, SSL VPNetc.)
  • 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.)
  • PAC 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
  • 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.)
  • You demonstrate extreme levels of accountability and are results driven
  • You value teamwork and collaboration
  • You communicate transparently and with candour, while always being genuine
  • You act boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes
  • You execute with speed and integrity, delivering high quality work product which you are proud of