Forcepoint

13 hours ago

Manager- Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Lead and mentor a region-focused team of Technical Support Engineers, driving escalation management and incident response across Forcepoint’s cloud-native security product portfolio. Use Salesforce case analytics, JIRA tracking, and KPI monitoring to improve operational excellence, coaching, and processes. Partner with Sales, Sales Engineering, Engineering, and Customer Success to proactively manage high-value customer engagements, protect account health, and ensure customers realize maximum value.

Location: Helsinki

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide strategic day-to-day management and mentorship to a team of Technical Support Engineers, fostering excellence and continuous learning.
•Drive operational excellence using Salesforce case analytics, JIRA tracking, and KPI monitoring to translate metrics into actionable coaching and process improvements.
•Partner with Sales and Sales Engineering to manage high-value customer engagements, assess account health risks, and escalate critical issues to protect retention.
•Lead incident response and post-incident reviews for critical customer issues, ensuring root-cause analysis and prevention of recurrence.
•Maintain deep product knowledge across Forcepoint’s portfolio and lead escalation management and technical investigations with Engineering.

Key Requirements

•Bachelor’s degree in Computer Science or Information Technology, or equivalent professional experience in technical support or systems administration.
•7+ years in technical support, including at least 3 years managing technical support teams of 8+ engineers at a software vendor.
•Strong technical foundation to understand complex architectures, troubleshoot system-level issues, and mentor engineers.
•Experience using Salesforce (or similar case management systems) to analyze case metrics and identify operational trends.
•Experience managing escalations, workflows, and cross-functional collaboration between Support and Engineering.

Experience:7+ yearsTechnical supportOn-premises systemsCloud systemsMission-critical systems

Education:Bachelor's

Skills:MentorshipData-informed decision-makingCustomer advocacyRoot-cause analysisStakeholder communication

Tech Stack:SalesforceJIRAKPI monitoringIncident responseRoot-cause analysisDashboardsDLPDSPMFDCNGFWWSGCASBSD-WANZero TrustCloud-native platformAI-assisted toolsCommand-line toolsSystem logs

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Forcepoint

Provides network security appliances and integrated cybersecurity solutions, including firewalls, secure access, endpoint security, and cloud security services to protect enterprises and service providers from advanced threats and enable secure digital transformation.

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Sunnyvale, United States

Founded: 2000

Website LinkedIn

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Forcepoint

13 hours ago

Manager- Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Helsinki

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide strategic day-to-day management and mentorship to a team of Technical Support Engineers, fostering excellence and continuous learning.
•Drive operational excellence using Salesforce case analytics, JIRA tracking, and KPI monitoring to translate metrics into actionable coaching and process improvements.
•Partner with Sales and Sales Engineering to manage high-value customer engagements, assess account health risks, and escalate critical issues to protect retention.
•Lead incident response and post-incident reviews for critical customer issues, ensuring root-cause analysis and prevention of recurrence.
•Maintain deep product knowledge across Forcepoint’s portfolio and lead escalation management and technical investigations with Engineering.

Key Requirements

•Bachelor’s degree in Computer Science or Information Technology, or equivalent professional experience in technical support or systems administration.
•7+ years in technical support, including at least 3 years managing technical support teams of 8+ engineers at a software vendor.
•Strong technical foundation to understand complex architectures, troubleshoot system-level issues, and mentor engineers.
•Experience using Salesforce (or similar case management systems) to analyze case metrics and identify operational trends.
•Experience managing escalations, workflows, and cross-functional collaboration between Support and Engineering.

Experience:7+ yearsTechnical supportOn-premises systemsCloud systemsMission-critical systems

Education:Bachelor's

Skills:MentorshipData-informed decision-makingCustomer advocacyRoot-cause analysisStakeholder communication

Tech Stack:SalesforceJIRAKPI monitoringIncident responseRoot-cause analysisDashboardsDLPDSPMFDCNGFWWSGCASBSD-WANZero TrustCloud-native platformAI-assisted toolsCommand-line toolsSystem logs

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Forcepoint

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Sunnyvale, United States

Founded: 2000

Website LinkedIn