Forcepoint · 18 hours ago
Technical Support Engineer III - Web Security
United States
Full-time
Remote
Senior Level
5+ years expForcepoint simplifies security for global businesses and governments, and they are seeking a Cybersecurity Technical Support Engineer III to provide world-class support to their enterprise customers. This role involves troubleshooting and resolving issues related to Forcepoint products and associated third-party products, ensuring customers achieve maximum value from the services provided.
Cyber SecuritySaaSSoftwareSecurity
Responsibilities
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 Technical 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
Perform other duties and projects as assigned
Qualification
Required
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:
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.)
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
Endpoint application stack diagnostics and analysis for Windows, Mac, and Linux Endpoints
Windows and Linux memory dump capture and analysis
Experience supporting one of the following applications:
Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)
Windows (Permissions, services, file system, Event Viewer, etc.)
Company
Forcepoint
Forcepoint is a data protection cybersecurity firm that helps businesses in securing users, data, and networks while enabling development.
1001-5000 employees
H1B Sponsorship
Forcepoint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (8)
2023 (8)
2022 (12)
2021 (1)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$18MKey Investors
New Enterprise Associates
2023-07-10Acquired
2006-09-25Post Ipo Equity· $18M
2000-03-28IPO
Leadership Team
Ryan Windham
Chief Executive Officer
John Sorensen
SVP, Americas Sales
Recent News
Washington Technology
2026-01-16
2026-01-07
Company data provided by crunchbase