Sr. Software Escalations Engineer

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

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.
  
  

• 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.