Technical Support Engineer II

Forcepoint
Full_time•India

📍 Job Overview

  • Job Title: Technical Support Engineer II
  • Company: Forcepoint
  • Location: Flex - Bengaluru, India
  • Job Type: On-site, Full-Time
  • Category: Technical Support Engineer
  • Date Posted: June 25, 2025
  • Experience Level: Mid-level (2-5 years)
  • Remote Status: On-site

🚀 Role Summary

  • Customer-centric Support: Provide exceptional support to enterprise customers, troubleshooting and resolving issues related to Forcepoint products and associated third-party solutions.
  • Proactive Problem Solving: Identify and resolve potential problems to prevent them from occurring and improve the overall customer experience.
  • Technical Expertise: Act as a technical advisor within the team, assisting other members on issues within your area of expertise.
  • Knowledge Sharing: Participate in knowledge sharing via involvement in technical discussions and Knowledge Base documentation.
  • Mentoring and Training: Create and deliver formal mentoring programs to Technical Support Engineers and provide in-depth training in areas of expertise.

📝 Enhancement Note: This role requires a strong customer focus, technical proficiency, and excellent communication skills to provide world-class support experiences and drive customer success.

💻 Primary Responsibilities

  • Customer Case Management: Respond to customer cases in line with Service Level Agreements, ensuring full understanding of the issue and impact to the customer.
  • Issue Resolution: Gather logs, configuration details, and attempt to reproduce reported issues. Research issues in the Knowledge Base, documentation, and with team members. Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found.
  • Case Prioritization: Prioritize workload based on severity and impact to the customer, demonstrating a sense of urgency when handling cases.
  • Escalation Management: 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.
  • Documentation: Document all interactions and case details within the customer tracking database, including a detailed description of the issue and any resolutions recommended.
  • Policy Adherence: Adhere to company policies and procedures regarding customer handling, case management, and service entitlement verification.
  • Technical Reviews: Provide technical reviews of user documentation, product requirements documents, and functional specifications.
  • Subject Matter Expertise: Act as a subject matter expert with regard to specific product components and integrations.
  • Training and Mentoring: Provide in-depth training in areas of expertise, general product knowledge, and integration. Create and deliver formal mentoring programs to Technical Support Engineers.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively under pressure to ensure customer satisfaction and resolve complex technical issues.

🎓 Skills & Qualifications

Education: A Bachelor's Degree or higher in Information Systems, Computer Science, or equivalent experience.

Experience: Three or more years of experience supporting business-to-business customers.

Required Skills:

  • Network Security Solutions: Good knowledge of network security solutions such as Firewall, IPsec VPN, IDS/IPS, SSL, VPN, etc.
  • Networking Fundamentals: Excellent knowledge of networking fundamentals, including Layer 2 and 3, TCP/IP, 3-way handshake, DNS, etc.
  • HTTP Protocol: Excellent knowledge of HTTP protocol, including structure, status codes, authentication, etc.
  • Application Support Basics: Common troubleshooting methodology for Windows and Linux programs.
  • SSL/TLS Protocols: Excellent knowledge of SSL/TLS protocols, including structure, certificates, initial handshake, etc.
  • Routing: Knowledge of routing, including WCCP, PBR, Load Balancer Fundamentals, etc.
  • Packet Capture and Analysis: Experience with packet capture and analysis using tools like tcpdump and Wireshark.
  • Diagnosing Network Latency: Experience diagnosing network latency and intermittent issues.
  • Reading and Analyzing Log Files: Experience reading and analyzing log files.
  • Active Directory: Experience with Active Directory, including domains, structure, permissions, group policies, etc.
  • Information Security Concepts: Experience with information security concepts.
  • Operating System Experience: Experience supporting one of the following applications: Red Hat Linux fundamentals or Windows (permissions, services, file system, Event Viewer, etc.).

Preferred Skills:

  • Experience with additional operating systems or network security solutions.
  • Experience with scripting or programming languages.
  • Experience with customer support or technical troubleshooting roles.

📝 Enhancement Note: Candidates should possess a strong technical foundation, with a focus on networking and security concepts, as well as excellent communication and problem-solving skills to excel in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Customer Support Case Studies: Include examples of complex customer support cases you've handled, demonstrating your ability to troubleshoot and resolve technical issues effectively.
  • Technical Documentation: Showcase your technical documentation skills by providing examples of user guides, troubleshooting guides, or knowledge base articles you've created.
  • Training Materials: Include any training materials or presentations you've developed to share your technical expertise with others.

Technical Documentation:

  • Troubleshooting Guides: Provide examples of troubleshooting guides or documentation that demonstrate your ability to break down complex technical issues into step-by-step solutions.
  • Knowledge Base Articles: Include any knowledge base articles or technical blog posts you've written to share your expertise with a wider audience.
  • Training Documentation: Showcase any training documentation or user guides you've created to help others understand and use technical products or services effectively.

📝 Enhancement Note: As this role focuses on customer support and technical troubleshooting, your portfolio should emphasize your ability to resolve complex technical issues, communicate effectively with customers, and create clear, concise technical documentation.

💵 Compensation & Benefits

Salary Range: INR 600,000 - 1,200,000 per annum (Estimated based on market research for mid-level technical support roles in Bengaluru, India)

Benefits:

  • Health, dental, and vision insurance
  • Retirement savings plan with company match
  • Employee stock purchase plan
  • Generous time off and leave policies
  • Professional development opportunities
  • Employee discounts and perks

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate customer needs and maintenance windows.

📝 Enhancement Note: The salary range provided is an estimate based on market research for mid-level technical support roles in Bengaluru, India. Actual compensation may vary based on factors such as experience, skills, and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity and Network Security

Company Size: Medium (2,700 employees)

Founded: 2003

Team Structure:

  • Technical Support Team: Collaborative team responsible for providing exceptional customer support experiences.
  • Product Teams: Work cross-functionally with technical support teams to ensure customer needs are met and products are supportable.
  • Sales and Marketing Teams: Collaborate with technical support teams to address customer needs and drive sales growth.

Development Methodology:

  • Agile/Scrum: Utilize Agile methodologies for product development and supportability programs.
  • Collaborative Environment: Encourage open communication, knowledge sharing, and continuous learning.
  • Customer-centric Focus: Prioritize customer needs and feedback in product development and support processes.

Company Website: Forcepoint

📝 Enhancement Note: Forcepoint is a global cybersecurity company focused on providing world-class security solutions to businesses and governments. Their culture emphasizes trustworthiness, collaboration, accountability, respect, innovation, and relentlessness in driving customer success.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: Mid-level, responsible for providing exceptional customer support experiences, troubleshooting complex technical issues, and driving customer success.

Reporting Structure: Report directly to the Technical Support Manager, collaborating with cross-functional teams, including product, sales, and marketing teams.

Technical Impact: Act as a technical advisor within the team, driving customer success through effective troubleshooting, issue resolution, and knowledge sharing.

Growth Opportunities:

  • Senior Technical Support Engineer: Transition into a senior role, focusing on mentoring, training, and driving technical excellence within the team.
  • Technical Support Manager: Move into a management role, responsible for leading and developing the technical support team.
  • Product Management: Transition into a product management role, focusing on customer needs, product development, and supportability.

📝 Enhancement Note: This role offers excellent opportunities for career growth and development within the technical support and product management functions at Forcepoint.

🌐 Work Environment

Office Type: Modern, collaborative office space designed to foster open communication and teamwork.

Office Location(s): Flex - Bengaluru, India

Workspace Context:

  • Collaborative Workspace: Open, collaborative workspace designed to encourage team interaction and knowledge sharing.
  • Technical Tools: Access to industry-standard tools and technologies for troubleshooting, issue resolution, and customer support.
  • Cross-functional Collaboration: Work closely with cross-functional teams, including product, sales, and marketing teams, to drive customer success.

Work Schedule: Full-time, 40 hours per week, with flexible scheduling to accommodate customer needs and maintenance windows.

📝 Enhancement Note: Forcepoint's work environment emphasizes collaboration, open communication, and continuous learning, providing an ideal setting for technical support professionals to grow and develop their careers.

📄 Application & Technical Interview Process

Interview Process:

  1. Phone/Screen: A brief phone or video call to assess communication skills, customer focus, and technical aptitude.
  2. Technical Assessment: A hands-on assessment of your troubleshooting and issue resolution skills, focusing on network security solutions and customer support scenarios.
  3. Behavioral Interview: An in-depth interview focused on your problem-solving skills, customer focus, and cultural fit within the Forcepoint team.
  4. Final Interview: A meeting with the hiring manager or other senior team members to discuss your career aspirations, growth opportunities, and next steps.

Portfolio Review Tips:

  • Customer Support Case Studies: Highlight your ability to troubleshoot and resolve complex technical issues by providing detailed case studies of your past experiences.
  • Technical Documentation: Showcase your technical documentation skills by providing examples of user guides, troubleshooting guides, or knowledge base articles you've created.
  • Training Materials: Include any training materials or presentations you've developed to share your technical expertise with others.

Technical Challenge Preparation:

  • Network Security Solutions: Brush up on your knowledge of network security solutions, including Firewall, IPsec VPN, IDS/IPS, SSL, VPN, etc.
  • Networking Fundamentals: Review your knowledge of networking fundamentals, including Layer 2 and 3, TCP/IP, 3-way handshake, DNS, etc.
  • HTTP Protocol: Refresh your understanding of HTTP protocol, including structure, status codes, authentication, etc.
  • Application Support Basics: Review common troubleshooting methodologies for Windows and Linux programs.
  • Customer-centric Mindset: Prepare for scenarios that test your ability to understand and address customer needs effectively.

ATS Keywords: (See the comprehensive list of relevant keywords below)

📝 Enhancement Note: The interview process for this role focuses on assessing your technical troubleshooting skills, customer focus, and cultural fit within the Forcepoint team. Prepare thoroughly by reviewing relevant technical concepts and practicing your problem-solving skills.

🛠 Technology Stack & Web Infrastructure

Network Security Solutions:

  • Firewall: Experience with firewall technologies and configurations.
  • IPsec VPN: Familiarity with IPsec VPN protocols and configurations.
  • IDS/IPS: Experience with Intrusion Detection/Prevention Systems (IDS/IPS).
  • SSL: Experience with SSL/TLS protocols and certificate management.
  • VPN: Familiarity with various VPN protocols and configurations.

Networking Fundamentals:

  • Layer 2 and 3: Proficiency in Layer 2 and 3 networking concepts and protocols.
  • TCP/IP: Experience with TCP/IP protocols and configurations.
  • 3-way Handshake: Understanding of the 3-way handshake process in TCP/IP communication.
  • DNS: Familiarity with DNS protocols and configurations.

HTTP Protocol:

  • Structure: Understanding of HTTP request/response structure.
  • Status Codes: Proficiency in HTTP status codes and their meanings.
  • Authentication: Experience with HTTP authentication methods and protocols.

Application Support Basics:

  • Common Troubleshooting Methodologies: Experience with common troubleshooting methodologies for Windows and Linux programs.
  • Log Analysis: Proficiency in analyzing and interpreting log files from various applications and systems.

Routing:

  • WCCP: Familiarity with Wide Area Application Services (WAAS) and Web Cache Coordination Protocol (WCCP).
  • PBR: Experience with Policy-Based Routing (PBR) and related routing protocols.
  • Load Balancer Fundamentals: Understanding of load balancer fundamentals and configurations.

Packet Capture and Analysis:

  • tcpdump: Experience with tcpdump for packet capture and analysis.
  • Wireshark: Proficiency in using Wireshark for packet capture, analysis, and protocol dissection.

Diagnosing Network Latency:

  • Network Diagnostics: Experience with network diagnostics tools and techniques for identifying and resolving latency issues.
  • Intermittent Issues: Familiarity with troubleshooting intermittent network issues and performance problems.

Reading and Analyzing Log Files:

  • Log File Analysis: Proficiency in reading and analyzing log files from various applications and systems.
  • Log File Tools: Experience with log file analysis tools and techniques for identifying and resolving issues.

Active Directory:

  • Domains: Experience with Active Directory domains and forest structures.
  • Structure: Familiarity with Active Directory structure, including Organizational Units (OUs), groups, and other objects.
  • Permissions: Experience with Active Directory permissions, access control, and group policy management.
  • Group Policies: Proficiency in creating and managing group policies for user and computer configuration.

Information Security Concepts:

  • Security Principles: Understanding of fundamental security principles, including confidentiality, integrity, and availability.
  • Threat Modeling: Familiarity with threat modeling techniques for identifying and mitigating potential security risks.

Operating System Experience:

  • Red Hat Linux Fundamentals: Experience with Red Hat Linux fundamentals, including command-line navigation, basic features, file system, permissions, networking, etc.
  • Windows: Proficiency in Windows operating system fundamentals, including permissions, services, file system, Event Viewer, etc.

ATS Keywords:

Programming Languages:

  • Bash
  • Python
  • PowerShell

Web Frameworks:

  • HTTP/HTTPS
  • RESTful APIs
  • Web Services

Server Technologies:

  • Firewall
  • IPsec VPN
  • IDS/IPS
  • SSL/TLS
  • VPN
  • Load Balancer
  • Reverse Proxy
  • Web Application Firewall (WAF)
  • Intrusion Prevention System (IPS)
  • Intrusion Detection System (IDS)
  • Network Access Control (NAC)
  • Virtual Private Network (VPN)
  • Secure Sockets Layer (SSL)
  • Transport Layer Security (TLS)
  • Web Cache Coordination Protocol (WCCP)
  • Policy-Based Routing (PBR)
  • Quality of Service (QoS)
  • Wide Area Application Services (WAAS)
  • Network Address Translation (NAT)
  • Port Address Translation (PAT)
  • Virtual LAN (VLAN)
  • Virtual Private LAN Service (VPLS)
  • Multiprotocol Label Switching (MPLS)
  • Border Gateway Protocol (BGP)
  • Open Shortest Path First (OSPF)
  • Routing Information Protocol (RIP)
  • Internet Protocol Security (IPSec)
  • Internet Protocol (IP)
  • Transmission Control Protocol (TCP)
  • User Datagram Protocol (UDP)
  • Internet Control Message Protocol (ICMP)
  • Internet Group Management Protocol (IGMP)
  • Address Resolution Protocol (ARP)
  • Domain Name System (DNS)
  • Dynamic Host Configuration Protocol (DHCP)
  • Simple Network Management Protocol (SNMP)
  • Network Time Protocol (NTP)
  • Lightweight Directory Access Protocol (LDAP)
  • Kerberos
  • Active Directory
  • Windows Server
  • Red Hat Enterprise Linux (RHEL)
  • CentOS
  • Ubuntu
  • Debian
  • SUSE Linux Enterprise Server (SLES)
  • FreeBSD
  • macOS
  • iOS
  • Android
  • Windows Phone
  • Linux
  • Unix
  • BSD

Databases:

  • MySQL
  • PostgreSQL
  • Microsoft SQL Server
  • Oracle Database
  • MongoDB
  • Couchbase
  • Cassandra
  • Redis
  • Memcached
  • LDAP
  • Active Directory
  • Microsoft Access
  • Microsoft Excel
  • Microsoft SQL Server
  • Microsoft Azure SQL Database
  • Amazon RDS
  • Google Cloud SQL
  • IBM Db2
  • SAP HANA
  • SAP ASE
  • SAP IQ
  • SAP NetWeaver
  • SAP Business Suite
  • SAP ERP
  • SAP S/4HANA
  • SAP SuccessFactors
  • SAP Ariba
  • SAP Hybris
  • SAP BusinessObjects
  • SAP Analytics
  • SAP Data Hub
  • SAP Data Intelligence
  • SAP Information Steward
  • SAP Master Data Management
  • SAP NetWeaver Business Warehouse
  • SAP NetWeaver Business Warehouse Accelerator
  • SAP NetWeaver Business Warehouse on HANA
  • SAP NetWeaver Business Warehouse on SAP HANA
  • SAP NetWeaver Business Wareware
  • SAP NetWeaver Business Warehouse
  • SAP NetWeaver Business Warehouse on SAP HANA
  • SAP NetWeaver Business Warehouse on SAP S/4HANA
  • SAP NetWeaver Business Warehouse on SAP Business Suite
  • SAP NetWeaver Business Warehouse on SAP ERP
  • SAP NetWeaver Business Warehouse on SAP SuccessFactors
  • SAP NetWeaver Business Warehouse on SAP Ariba
  • SAP NetWeaver Business Warehouse on SAP Hybris
  • SAP NetWeaver Business Warehouse on SAP BusinessObjects
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Application Requirements

Candidates should have a Bachelor's Degree in Information Systems, Computer Science, or equivalent experience, along with three or more years of experience supporting business-to-business customers. Hands-on experience with network security solutions and various technical skills is required.