Technical Support Engineer

1 Month ago • 3 Years +

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.

9 skills required

9 skills required for this role

Add these skills to join the top 1% applicants for this job

java

vmware

monday

unix

perl

linux

hyper-v

networking

problem-solving

Job Details

What We Do

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

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.

(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

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

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

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

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

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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.