Technical Support Engineer

Forescout is seeking a Technical Support Engineer to join their team, providing expert guidance to customers and support engineers. The role involves developing deep product understanding, solving complex technical problems, and acting as a technical point of contact. The ideal candidate will have extensive experience with enterprise computing environments, distributed applications, TCP/IP networks, various firewalls and switches, and advanced knowledge of Linux, Windows, and Mac OS.

Must Have

• Develop a deep understanding of Forescout products
• Solve technical problems for customers
• Act as an adviser to less experienced team members
• Research and develop solutions to customer issues
• Monitor and develop knowledge assets for customer self-sufficiency
• Collaborate within the team to resolve complex customer issues
• Handle cases and escalations within guidelines
• Independently solve customer issues onsite
• Liaise to Engineering on product issues
• Understanding of enterprise computing environments, distributed applications, and TCP/IP networks
• Hands-on experience in Windows, Linux, Mac OSX platforms
• Solid understanding of networking principles and security best practices
• Expertise in debugging and root-cause analysis in complex systems and large environments
• 6+ years of technical experience in a support role
• 5+ years of experience troubleshooting hardware related issues
• Outstanding customer-facing skills
• 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

Good to Have

• Advanced knowledge in virtualization
• Experience with design and configuration of Forescout products
• Understanding of the system hardening processes, tools, guidelines, and benchmarks
• 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)
• Computer Networking Systems Administrator level knowledge of all protocol layers
• Experience installing, implementing, and debugging network access control security solutions
• Bachelor’s degree in Computer Science, Engineering, or equivalent industry experience
• FSCA certification
• CISSP certification or equivalent

Perks & Benefits

• Competitive compensation
• Competitive benefits
• 88% of employee and dependents’ health care premiums covered
• 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
• Collaborative and innovative environment
• Leadership that supports and encourages professional growth and development

Description

Shape the Future of Cybersecurity at Forescout

Every day cyberattacks threaten to disrupt hospitals, power grids, financial systems, and the infrastructure we all depend on. At Forescout, we build the defenses that keep civilization running smoothly in an increasingly connected world.

For more than 25 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. From power grids and healthcare systems to financial networks and transportation hubs, Forescout protects the critical infrastructure of our modern world.

What You Will Do

Forescout has an excellent opportunity for a strategic and business-focused Technical Support Engineer to join our high-energy, multi-cultural, world-changing team. The Technical Support Engineer (TSE) is a key technical resource in the Support organization, providing expert guidance to customers and to other support engineers.

The ideal candidate will have extensive experience with enterprise computing environments, distributed applications, and strong knowledge and understanding of TCP/IP networks to include ASA, Palo Alto firewalls, Cisco, Juniper, and Brocade switches, along with solid experience in network security solutions. In addition, the candidate will have Advance Systems Administrator’s level of knowledge and understanding of all protocol layers and operating systems: Linux, Windows, and Mac OS. Advanced knowledge in virtualization is strongly desired.

In this role, you 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.
• 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.
• 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.
• Provides knowledge transfer with teammates through formal team training sessions, brown bags, and mentoring of other team members.
• Capable of handling cases and escalations within guidelines
• Capable of independently solving customer issues onsite
• Liaison to Engineering on product issues including design, features, and defects.
• Occasionally travels to customer sites in emergency situations to solve technical problems.

What You Will Bring

We encourage you to apply if you meet most but not all the desired skills and experience listed in this job posting. We value competencies, aptitude, and a great attitude as supplement to experience.

• 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
• Expertise in debugging and root-cause analysis in complex systems and large environments
• Experience installing, implementing, and debugging network access control security solutions is a plus.
• VMware -VSphere, Microsoft Hyper-V, and PGSQL
• Understating of programming languages: C, Java, and Perl
• 6+ years of technical experience in a support role (in an enterprise-level support environment is a plus)
• 5+ 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.
• FSCA certification will be preferred.
• CISSP certification or equivalent is a plus.

What Forescout Offers You

• Competitive compensation and benefits–we cover 88% 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

Our Mission - Continuously identify, protect, and ensure the compliance of all cyber assets across the modern organization.

Our Cultural Values

• One Team – We all work together, and we all win together.
• Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven – We listen, we learn, and we make it right.
• Relentless – We're smart, determined, and find a way. We figure stuff out.
• Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.

Thank you for taking the time to learn more about us.

If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired because of the referral or through other means.

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.