Technical Support Engineer

• 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

• 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

• 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 

• 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 

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.