Technical Support Engineer

Forescout Technologies Inc.

4d

About The Position

Every day cyberattacks threaten to disrupt hospitals, power grids, financial systems, and the infrastructure we all depend on. At Forescout, we build the defenses that keep civilization running smoothly in an increasingly connected world.
For more than 25 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. From power grids and healthcare systems to financial networks and transportation hubs, Forescout protects the critical infrastructure of our modern world.
Forescout has an excellent opportunity for a strategic and business-focused Technical Support Engineer to join our high-energy, multi-cultural, world-changing team. The Technical Support Engineer (TSE) is a key technical resource in the Support organization, providing expert guidance to customers and to other support engineers.
The ideal candidate will have extensive experience with enterprise computing environments, distributed applications, and strong knowledge and understanding of TCP/IP networks to include ASA, Palo Alto firewalls, Cisco, Juniper, and Brocade switches, along with solid experience in network security solutions. In addition, the candidate will have Advance Systems Administrator’s level of knowledge and understanding of all protocol layers and operating systems: Linux, Windows, and Mac OS. Advanced knowledge in virtualization is strongly desired.
In this role, you 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.

Requirements

• 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.
• 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
• 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
• Expertise in debugging and root-cause analysis in complex systems and large environments
• VMware -VSphere, Microsoft Hyper-V, and PGSQL
• Understating of programming languages: C, Java, and Perl
• 6+ years of technical experience in a support role (in an enterprise-level support environment is a plus)
• 5+ 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.

Nice To Haves

• Experience with design and configuration of Forescout products is a plus.
• Industry Certifications such as CISSP, CASP, Security+, CEH, SANS (GCIA, GCIH, GREM, GPEN) is a plus.
• Experience installing, implementing, and debugging network access control security solutions is a plus.
• FSCA certification will be preferred.
• CISSP certification or equivalent is a plus.

Responsibilities

• 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.
• 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.
• Provides knowledge transfer with teammates through formal team training sessions, brown bags, and mentoring of other team members.
• Capable of handling cases and escalations within guidelines
• Capable of independently solving customer issues onsite
• Liaison to Engineering on product issues including design, features, and defects.
• Occasionally travels to customer sites in emergency situations to solve technical problems.

Benefits

• Competitive compensation and benefits–we cover 88% of employee and dependents’ health care premiums, 100% company paid employee life and disability insurance premiums, 401K match, generous FTO policy (U.S. only), option to purchase voluntary life, accident and critical illness insurance, employee assistance program, maternity and parental bonding leave with supplemental pay and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees