Technical Support Engineer
Job Summary
Job Description
The Technical Support Engineer provides expert guidance to customers and support engineers, develops a deep understanding of Forescout products, and solves technical problems. They act as an advisor, monitor and develop knowledge assets, and complete duties with minimal direction. Responsibilities include providing technical support, resolving customer issues, participating in knowledge transfer, creating knowledge-based articles, and achieving expertise in all product areas. This role also involves liaison with Engineering on product issues.
Must have:
- Expertise in debugging and root-cause analysis in complex systems.
- Understanding of enterprise computing environments and TCP/IP networks.
- Outstanding customer-facing skills.
- Ability to troubleshoot heterogeneous environments.
Good to have:
- Experience with design and configuration of Forescout products.
- Industry Certifications such as CCNA, CISSP, CASP, Security+, CEH, SANS.
- Desired skills: VMware VSphere, Microsoft Hyper-V, and PGSQL.
- Understanding of programming languages: C, Java, and Perl.
Perks:
- Competitive compensation and benefits.
- Collaborative and innovative environment.
- Leadership that supports professional growth and development.
10 skills required
Job Details
What We Do
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Managing cyber risk, together.
Forescout delivers automated cybersecurity across the digital terrain. We empower our customers to achieve continuous alignment of their security frameworks with their digital realities, across all asset types – IT, IoT, OT, and IoMT. It is a non-stop journey, managing cyber risk through automation and data-powered insights
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What You Will Do
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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.
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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.
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(Only US Citizens and US Permanent Residents will be considered for this position.)
(The shift is Monday to Friday from 9am to 6pm Central Time.)
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Responsibilities
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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
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Technical Qualifications
Technical Qualifications
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- 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
- Experience supporting RADIUS
- 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 CCNA, 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
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- 3+ years of technical experience in a support role; experience 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
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- Competitive compensation and benefits – we cover 80% of employee and dependents’ health care premiums, 100% company paid employee life and disability insurance premiums, 401K match, generous FTO policy (U.S. only), option to purchase voluntary life, accident and critical illness insurance, employee assistance program, maternity and parental bonding leave with supplemental pay and much more
- 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 @ www.forescout.com
#LI-BS2
Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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