Job details

Technical Support Engineer

Technical Support Engineer

What We Do:

Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing. In real time. And at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence and OT/ICS innovation, all supporting our mission and vision.

Join us as we secure the world with our products. We are looking for resourceful and gritty individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, visionaries welcomed!

What You Will Do:

The Technical Support Engineer is a key technical resource in the Support organization, providing expert guidance to customers and to other support engineers. The Technical Support Engineer will develop a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed, and will use his knowledge and experience to solve technical problems for customers and to act as an adviser to less experienced team members. The Technical Support Engineer completes assigned duties with minimal direction from Technical Services Leadership. Routinely acts independently while researching and developing solutions to customer issues. Acts as a technical point of contact and are repeatedly sought by others to provide specialty knowledge to assist them in their problem-solving. Routinely monitors and develops knowledge assets to enable customer self-sufficiency.

(Only US Citizens and US Permanent Residents will be considered for this position.)

Responsibilities:

Provides complex technical support to customers, other Forescout employees, and partners
Makes collaborative effort within the team to resolve complex customer issues
Participates in knowledge transfer with teammates through delivering formal team training sessions, brown bags, and formal mentoring
Creates and reviews knowledge-based articles and notes
Achieves a high level of expertise in all areas of the product
Handles cases and escalations within guidelines
Independently addresses customer issues, by troubleshooting, researching, and engaging appropriate resources
Liaison to Engineering on product issues including design, features, and defects

What You Offer Forescout:

Technical Qualifications:

Expertise in debugging and root-cause analysis in complex systems and large environments
Understanding of enterprise computing environments, distributed applications, and strong knowledge and understanding of TCP/IP networks to include ASA, Palo Alto firewalls, and Cisco, Juniper, and Brocade switches
Experience with design and configuration of Forescout products is a plus
Hands-on experience in both Windows and Linux, Mac OSX platforms with a solid understanding of networking principals and security best practices
Understanding of the system hardening processes, tools, guidelines, and benchmarks
Industry Certifications such as CISSP, CASP, Security+, CEH, SANS (GCIA, GCIH, GREM, GPEN) is a plus
Advanced Administrator’s level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX) is a plus
Computer Networking Systems Administrator level knowledge of all protocol layers
Strong knowledge of enterprise networking environments
Experience installing, implementing, and debugging network access control security solutions is a plus
Desired skills: VMware -VSphere, Microsoft Hyper-V, and PGSQL
Understating of programming languages: C, Java, and Perl

General Qualifications:

3+ years of technical experience in a support role (in an enterprise-level support environment is a plus)
2+ years of experience troubleshooting hardware related issues.
Outstanding customer-facing skills
Expert ability to assess situations and adapt according to customer needs
Strong knowledge and experience working in a complex multi-team based technical support environment
Ability to troubleshoot heterogeneous environments
Capable of documenting problems and solutions for internal as well as external customers
Model documentation and case management practices
Bachelor's degree in Computer Science, Engineering, or equivalent industry experience
Ability to travel domestically and internationally when required

What Forescout Offers You:

Competitive compensation and benefits
Collaborative and innovative environment – make an impact on worldwide security while working on the hottest technology
Leadership that supports and encourages professional growth and development
Want a glimpse of Life @ Forescout? Check us out on Facebook and Instagram
Learn more at www.forescout.com

#LI-AO1

By Forescout Technologies Inc.

Forescout Technologies, founded in 2000 and based in San Jose, CA, offers a unified security platform that enables businesses and government agencies to reduce cyber and operational risk.

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FUNDING

Growth

DEPARTMENTS

Customer Support

SENIORITY LEVEL REQUIREMENT

Mid-Level

INDUSTRY

Information Technology

TEAM SIZE