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Technical Support Engineer I
Forcepoint
Bengaluru, IND
Full-time
Entry
Onsite
Discovered 1 weeks ago
Technical customer supportCase managementNetworking fundamentalsTCP/IP, DNS, and Layer 2/3 networkingHTTPWindows troubleshooting
Free
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Technical customer supportCase managementNetworking fundamentals
Role Overview
Provide a high-quality technical support experience to customers using Forcepoint and associated third-party products.
Interpret customer needs and help customers achieve maximum value from Forcepoint products.
Key Skills for This Role
Technical customer supportCase managementNetworking fundamentalsTCP/IP, DNS, and Layer 2/3 networkingHTTPWindows troubleshooting
Full Job Posting
About Forcepoint
Forcepoint provides a cloud-native security platform focused on Zero Trust and preventing theft or loss of sensitive data and intellectual property.
Role overview
Provide a high-quality technical support experience to customers using Forcepoint and associated third-party products.
Interpret customer needs and help customers achieve maximum value from Forcepoint products.
Responsibilities
- Respond to customer cases according to service-level agreements and proactively resolve potential problems.
- Troubleshoot products by understanding issue impact, gathering logs and configurations, reproducing issues, and researching documentation.
- Recommend solutions, follow cases to resolution, or escalate them promptly when unresolved.
- Prioritize cases by severity and customer impact.
- Document interactions, issues, and resolutions in the customer tracking database.
- Follow customer handling, case management, and service entitlement procedures.
- Share knowledge through technical discussions and knowledge base documentation.
- Perform other assigned duties and projects.
Required education and experience
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