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Technical Support Engineer

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Listing Info

The Technical Support Engineer position provides quality customer service and product for ForeScout Network Access Control and IPS Security solutions by troubleshooting and resolving technical issues. The technical issues are typically complex, spanning ForeScout products and third party vendors.

Responsibilities

Provide remote technical support to customers

Occasionally provide on-site technical support to customers (which may require travel to other countries on rare occasion)

Prioritizes customer needs and responds appropriately

Delivers and validates solutions to customer issues and assistance requests

Provide appliance hardware failure trouble shooting assistance

Document all technical inquiries in ForeScout CRM solution

Develop and review content for knowledgebase

Help validate and beta product releases

Product installation, configuration and implementation at customer location(s)

Qualifications

Demonstrated skills at working within a team environment

Strong, demonstrated customer service/support skills -€“ with superior verbal, written and listening skills. Superior phone skills.

Ability to establish technical credibility with a wide range of customer contacts

Can conduct research to find answers to questions and solutions to problems

Multi-task across several open cases and manage time well

Can direct own learning activities and professional development strategy

Strong knowledge of networking

Experience with trouble-shooting hardware related issues

Strong debugging and root-cause analysis skills.

A passion for problem solving and communicating and executing a resolution plan in a customer facing role.

Experience installing, implementing and debugging network access control security solutions

Excellent understanding of Operating System concepts (Linux, Windows, Macintosh)

Excellent interpersonal skills

Education

Bachelors Degree in Computer Science, Engineering or equivalent industry experience.

Travel

Willingness and ability to travel domestically and internationally, expected travel is up to 10 days in a calendar year.

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