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Technical Support Engineer

Forescout Technologies Inc

County Cork, Ireland (On-site)

Technical Support Engineer

1 Week ago • 5-8 Years • Cyber Security • Administrative

About the job

5 skills required for this role

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

unix

linux

incident-response

innovation

networking

Job Description

As a Technical Support Engineer at Forescout Technologies, you'll provide expert guidance to customers and other engineers, resolving complex issues and handling escalations. You'll collaborate with the team, work closely with engineering to identify product issues, and occasionally travel to customer sites for emergencies. Responsibilities include developing a deep understanding of Forescout products, troubleshooting technical problems, advising less experienced team members, and independently researching solutions. You'll need strong customer-facing skills, experience in troubleshooting heterogeneous environments, and a solid understanding of enterprise computing, networking, and security.

Must have:

5-8 years technical support experience
Enterprise-level support experience
Hardware troubleshooting expertise
Excellent customer-facing skills
Troubleshooting heterogeneous environments
Understanding of enterprise computing environments
Strong knowledge of TCP/IP networks and security best practices

Good to have:

CISSP, CASP, Security+, CEH, SANS certifications
Advanced OS administration (Linux, Windows, macOS, UNIX)
Experience with ASA, Palo Alto, Cisco, Juniper, Brocade

Perks:

Competitive compensation and benefits
Collaborative and innovative environment
Opportunities for professional growth and development

What We Do:

Forescout Technologies is the leader in device visibility and control. Our unified security platform enables enterprises and government agencies to gain complete situational awareness of their extended enterprise environments and orchestrate actions to reduce cyber and operational risk. Our technology works with disparate security tools to help accelerate incident response, break down silos, automate workflows and optimize existing investments. We are a company filled with people who are cyber obsessed and passionate about our products. We are all about inclusion and diversity! We work as a team, and everyone matters! Join us as we secure the world with our products.

We are looking for resourceful and gritty individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, visionaries welcomed!

You will be responsible for developing a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed and will use your knowledge and experience to solve technical problems for customers and to act as adviser to less experienced team members. You will also complete 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 is 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.

What You Will Do:

Provide expert guidance to customers and other support engineers
Collaborate with the team to resolve complex customer issues
Handle case escalations and solving customer issues on site
Work closely with Engineering to relay any product issues
Travel occasionally to customer sites for emergency technical issues

What You Bring to Forescout:

5-8 year’s technical experience in a support role (in an Enterprise-level support environment is a plus with 2+ years’ experience troubleshooting hardware related issues.
Bachelor’s Degree or equivalent work experience.
Outstanding customer-facing skills and expert ability to assess situations and adapt according to customer needs and ability to troubleshoot heterogeneous environments.
Capable of documenting problems and solution for internal as well external customers and model documentation and case management practices
Understanding of enterprise computing environments, distributed applications, and a strong knowledge and understanding of TCP/IP networks to include ASA ,Palo Alto firewalls, and Cisco, Juniper, and Brocade switches
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 and Computer Networking Systems Administrator’s level Knowledge of all protocol layers.
Industry Certifications such as CISSP, CASP, Security+, CEH, SANS (GCIA, GCIH, GREM, GPEN).
Advanced Administrator’s level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX)and strong knowledge of enterprise networking environments.

What Forescout Offers You:

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

#LI-AO1

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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