Technical Support Engineer

Technical Support EngineerWhat We Do: Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing. In real time. And at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence and OT/ICS innovation, all supporting our mission and vision.

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!What You Will Do:

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.)

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:

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
• 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

General Qualifications:

• 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 

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
• Want a glimpse of Life @ Forescout? Check us out on Facebook and Instagram
• Learn more at www.forescout.com 

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