Technical Support Engineer III

Forcepoint

. Respond to customer cases in line with Service Level Agreements .

Posted 11/2/2026full-timeRemote • EgyptMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving technical issues related to Forcepoint products and associated third-party applications, while ensuring optimal performance and customer satisfaction. Possesses strong knowledge of networking fundamentals, security protocols, and application support across various operating systems.

Highest-signal resume keywords

Bachelor's Degree In Information SystemsSix Years Experience Supporting B2B CustomersNetworking Fundamentals KnowledgePacket Capture And Analysis Using Tcpdump And WiresharkActive Directory Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting Forcepoint ProductsNetworking FundamentalsHTTP Protocol KnowledgeSSL/TLS Protocols KnowledgeSMTP KnowledgeLog File AnalysisMSSQL FundamentalsRed Hat Linux SupportWindows SupportInformation Security Concepts

Soft Skills

Customer Service OrientationProblem-SolvingMentoringCommunicationKnowledge Sharing

Tools & Technologies

TcpdumpWiresharkKnowledge Base DocumentationCustomer Tracking Database

Industry Keywords

Service Level AgreementsCase ManagementTechnical SupportProduct Supportability Programs

Tech Stack

Tools & technologies

DNSLinuxSMTPTCP/IP

About the role

Key responsibilities & impact

Respond to customer cases in line with Service Level Agreements
Proactively identify and resolve potential problems to prevent recurrence and improve customer experience
Troubleshoot Forcepoint products and associated third-party products
Ensure Forcepoint products perform at an optimal level by addressing underlying or additional problems
Understand issues and their impact on customers
Gather logs and configuration details and reproduce reported issues
Research issues in the Knowledge Base, documentation, and with team members
Recommend solutions and follow through to resolution or escalate cases in a timely manner
Prioritize workload based on severity and customer impact
Own customer escalations and drive them internally to speedy resolution while keeping customers informed
Document interactions and case details in the customer tracking database
Adhere to policies and procedures for customer handling, case management, and service entitlement verification
Participate in knowledge sharing through 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 for specific product components and integrations
Provide in-depth training in areas of expertise, general product knowledge, and integration
Participate in product supportability programs
Perform other duties and projects as assigned

Requirements

What you’ll need

Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience
Six or more years of experience supporting business to business customers
Hands-on knowledge of networking fundamentals, including Layer 2 and 3, TCP/IP, 3-way handshake, and DNS
Knowledge of HTTP protocol, including structure, status codes, and authentication
Application support basics for Windows and Linux programs
Knowledge of SSL/TLS protocols, certificates, and handshakes
Knowledge of SMTP, including routing, MX records, commands, and status/response codes
Packet capture and analysis using tcpdump and Wireshark
Experience diagnosing network latency and intermittent issues
Experience reading and analysing log files
Knowledge of Active Directory, including domains, permissions, and group policies
MSSQL fundamentals, including logs, databases, simple queries, permissions, and jobs
Information security concepts
Experience supporting Red Hat Linux
Experience supporting Windows, including permissions, services, file system, and Event Viewer
Applicants must have the right to work in the location to which they have applied