Technical Support Engineer III

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Address customer cases in accordance with Service Level Agreements.

• Proactively detect and resolve potential issues to enhance customer experience and prevent recurrence.

• Troubleshoot Forcepoint products along with relevant third-party solutions.

• Ensure optimal performance of Forcepoint products by tackling underlying or additional issues.

• Comprehend issues and their effects on customers.

• Collect logs and configuration data to replicate reported problems.

• Investigate issues using the Knowledge Base, documentation, and collaboration with team members.

• Suggest solutions and ensure follow-through to resolution or timely escalation of cases.

• Prioritize tasks based on severity and customer repercussions.

• Manage customer escalations and drive them internally for swift resolution while keeping customers updated.

• Document interactions and case information in the customer tracking database.

• Follow policies and procedures regarding customer interactions, case management, and service entitlement verification.

• Engage in knowledge sharing through technical discussions and contributions to the Knowledge Base.

• Develop and present formal mentoring programs for Technical Support Engineers.

• Conduct technical reviews of user documentation, product requirement documents, and functional specifications.

• Serve as a subject matter expert for specific product components and integrations.

• Provide extensive training in areas of expertise, general product knowledge, and integration.

• Take part in product supportability initiatives.

• Execute other assignments and projects as required.

⛳️ Requirements

• Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.

• Minimum of six years of experience supporting business-to-business customers.

• Practical knowledge of networking fundamentals, including Layer 2 and 3, TCP/IP, 3-way handshake, and DNS.

• Familiarity with the HTTP protocol, including its structure, status codes, and authentication methods.

• Basic application support expertise for Windows and Linux applications.

• Understanding of SSL/TLS protocols, certificates, and handshakes.

• Proficient in SMTP, including routing, MX records, commands, and status/response codes.

• Experience with packet capture and analysis using tcpdump and Wireshark.

• Background in diagnosing network latency and intermittent issues.

• Ability to read and analyze log files.

• Knowledge of Active Directory, encompassing domains, permissions, and group policies.

• Familiarity with MSSQL fundamentals, including logs, databases, simple queries, permissions, and jobs.

• Understanding of information security concepts.

• Experience in supporting Red Hat Linux.

• Experience with Windows support, including permissions, services, file systems, and Event Viewer.

• Applicants must have the legal right to work in the location for which they are applying.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and training.

• Flexible working hours and the possibility of remote work.

• Competitive salary and performance-based bonuses.

• Employee wellness programs and initiatives.