Technical Support Engineer III

Forcepoint
Egypt
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 6+ yearsEducation: bachelorsSkills: ["Accountability","Teamwork","Transparent communication","Initiative","Urgency"]

Provide world-class technical support to enterprise customers, troubleshooting Forcepoint issues and related third-party products. Respond to cases per SLAs, reproduce and diagnose problems using logs, configuration data, and knowledge base resources, then recommend solutions or escalate when needed. Own escalations with urgency, document case details in the tracking database, and contribute to technical discussions, knowledge sharing, and mentoring programs while acting as a subject matter expert for product components and integrations.

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FursaFursa
Forcepoint
Forcepoint
1 week ago

Technical Support Engineer III

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 days agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Provide world-class technical support to enterprise customers, troubleshooting Forcepoint issues and related third-party products. Respond to cases per SLAs, reproduce and diagnose problems using logs, configuration data, and knowledge base resources, then recommend solutions or escalate when needed. Own escalations with urgency, document case details in the tracking database, and contribute to technical discussions, knowledge sharing, and mentoring programs while acting as a subject matter expert for product components and integrations.
Location: Egypt
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Respond to customer cases in line with Service Level Agreements.
  • •Identify and resolve potential problems to improve the customer experience.
  • •Gather logs and configuration details, reproduce issues, and research solutions via documentation/Knowledge Base and team input.
  • •Recommend solutions and follow through to resolution or escalate in a timely manner if needed.
  • •Document all interactions and case details in the customer tracking database; participate in mentoring, knowledge sharing, and technical reviews.

Key Requirements

  • •Bachelor’s degree or higher in Information Systems, Computer Science, or equivalent experience.
  • •Six or more years of experience supporting business to business customers.
  • •Hands-on knowledge of networking fundamentals (Layer 2/3, TCP/IP, DNS, 3-way handshake).
  • •Hands-on knowledge of HTTP, SSL/TLS, and SMTP fundamentals.
  • •Hands-on troubleshooting skills including packet capture/analysis (tcpdump, Wireshark), log analysis, Active Directory, and MSSQL fundamentals.
Experience:6+ years
Education:Bachelor's
Skills:AccountabilityTeamworkTransparent communicationInitiativeUrgency
Tech Stack:TCP/IPDNSHTTPSSL/TLSSMTPTcpdumpWiresharkActive DirectoryMSSQLRed Hat LinuxWindowsLog filesPacket captureKnowledge BaseLinux

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
WebsiteLinkedIn