Technical Escalation Engineer

Forcepoint is looking for a technical engineer with knowledge in the IT and software worlds who is willing to join a fast-paced, high-energy escalation team working on resolving customer issues, designing large complex deployments, improving company products, and training other tiers. Successful candidates will need to have excellent organizational, communicational, self-management and self-learning skills.

Essential Functions:

Troubleshooting complex software modules based on written and verbal descriptions provided by technical support, sales, account managers, and customers.

Participation in internal and external calls to provide technical insight into the issue experienced by the customer and provide fixes and workarounds.

Work with QA and development teams to recommend resolutions, provide insights, and make sure issue fixes are being implemented into the products.

Creation and delivery of training materials for technical support and sales engineers.

Participation in the creation of internal knowledge base articles.

Participation in the software early availability activities, deploying beta code, troubleshooting, and delivering feedback.

Qualifications/Skills:

Good troubleshooting skills and methodological approach.

Previous experience with customers (working remotely and/or on-site visits).

Experience working with cloud and on-premises software.

Ability to effectively communicate technical and non-technical concepts to both technical and non-technical audiences.

Ability to learn modern technologies and adapt to changes in requirements or technology stack.

Excellent team player.

Capability to prioritize tasks and manage time effectively.

Ability to pay attention to details in issue descriptions, documentation, and requirements.

Demonstrated experience in writing code projects with Python – major advantage.

Knowledge in networking technologies: HTTP, SMTP, SSL, TCP/IP, DNS, network components (routers, switches, firewalls, proxies).

Demonstrated knowledge in Microsoft products: Windows servers and workstations, Active Directory, Exchange, SharePoint.

Demonstrated knowledge in MS SQL – advantage.

Demonstrated knowledge in working with Linux environments – installing, configuring networking, writing bash scripts, and more.

Prior experience working as software integrator or professional services – major advantage.

IT experience in SMB or Enterprise organizations – advantage.

Experience with cloud platforms such as AWS, Azure, or GCP – advantage.