Technical Support Engineer I

A Technical Support Engineer I is responsible for providing a world-class support experience to our customer base. Living our corporate values of being Trustworthy, Collaborative, Accountable, Respectful, Innovative, and Relentless, you will be responsible for assisting our customers with troubleshooting and resolving issues related to Forcepoint as well as associated third-party products, enabling our customers to stop the bad and free the good. You will utilize your knowledge and experience to interpret the customers’ needs and ensure they are achieving maximum value from Forcepoint.

Responsibilities:

• Respond to customer cases in line with Service Level Agreements.
• Proactively identify and resolve potential problems 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.

• 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.

Person Specification:

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