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Technical Support Engineer
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.
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)
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
Bachelors Degree in Computer Science, Engineering or equivalent industry experience.
Willingness and ability to travel domestically and internationally, expected travel is up to 10 days in a calendar year.
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