Role Description A Senior Technical Support Engineer is responsible for providing a world-class support experience to our enterprise customer base. Living our corporate values of being Trustworthy, Collaborative, Accountable, Respectful, Innovative, and Relentless, you will be responsible for assisting our customers with troubleshooting and resolving issues related to Forcepoint as well as associated third-party products, enabling our customers to stop the bad and free the good. You will be expected to utilize your knowledge and experience to interpret the customers’ needs and ensure they are achieving maximum value from Websense. Part of the service you provide will involve reviewing the customers’ current implementation and providing recommendations and best practice advice. You will be seen as a technical advisor within the team and called upon to provide assistance to other team members on issues within your area of expertise. You will actively participate in product supportability programs. Responsibilities - Respond to customer cases in line with Service Level Agreements. - Proactively identify and resolve potential problems in an effort to prevent them from occurring and improve the overall customer experience. - Approach each case with a goal of ensuring Forcepoint products are performing at an optimal level by addressing any underlying or additional problems uncovered during each customer engagement. - Ensure full understanding of the issue, including impact to customer. - Gather logs, configuration details and attempt to reproduce the reported issues. - Research the issue in the Knowledge Base, documentation and with your team members as needed. - Assist Technical Support Engineers and Specialist Technical Support Engineers that may need your knowledge and experience when solving an issue. Act as mentor and advisor to the team. - Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found. - Prioritize workload based on severity and impact to customer and demonstrate a sense of urgency when handling cases. - Be accountable for customer escalations and drive them internally to a speedy resolution while ensuring that customers are kept fully informed of progress throughout the escalation. - Document all interactions and case details within the customer tracking database, including a detailed description of the issue and any resolutions recommended. - Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification. - Participate in knowledge sharing via involvement in technical discussions and Knowledge Base documentation. - Create and deliver formal mentoring programs to Technical Support Engineers. - Provide technical reviews of user documentation, product requirements documents and functional specifications. - Act as subject matter expert with regard to specific product components and integrations. - Provide in-depth training in areas of expertise, general product knowledge, and integration. - Perform other duties and projects as assigned. Qualifications - Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team. Equal Employment Opportunity - The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity. - Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. - If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. - You may request reasonable accommodations by sending an email to recruiting@forcepoint.com. - Applicants must have the right to work in the location to which you have applied.