Technical Support Engineer

Who We Are

Managing cyber risk, together.

Forescout delivers automated cybersecurity across the digital terrain. We empower our customers to achieve continuous alignment of their security frameworks with their digital realities, across all asset types – IT, IoT, OT, and IoMT. It is a non-stop journey, managing cyber risk through automation and data-powered insights.

What You Will Do
The Technical Support Engineer is a key technical resource in the Support organization, providing expert guidance to customers and to other Support Engineers. The Technical Support Engineer will develop a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed, and will use his knowledge and experience to solve technical problems for customers and to act as an adviser to less experienced team members.  The Technical Support Engineer completes assigned duties with minimal direction from Technical Services Leadership. Routinely acts independently while researching and developing solutions to customer issues. Acts as a technical point of contact and are repeatedly sought by others to provide specialty knowledge to assist them in their problem-solving. Routinely monitors and develops knowledge assets to enable customer self-sufficiency. 

US Citizenship or Permanent Residency required

Successful candidate will work in a hybrid work model out of Plano, TX or Tysons, VA

• Provides complex Technical Support to customers, other Forescout employees, and partners
• Makes collaborative effort within the team to resolve complex customer issues
• Participates in knowledge transfer with teammates through delivering formal team training sessions, brown bags, and formal mentoring
• Creates and reviews knowledge-based articles and notes
• Achieves a high level of expertise in all areas of the product
• Provides knowledge transfer with teammates through formal team training sessions, brown bags, and mentoring of other team members
• Capable of handling cases and escalations within guidelines
• Capable of independently solving customer issues onsite
• Liaison to Engineering on product issues including design, features, and defects
• Occasionally travels to customer sites in emergency situations to solve technical problems

What You Bring To Forescout

• Understanding of enterprise computing environments, distributed applications, and strong knowledge and understanding of TCP/IP networks to include ASA, Palo Alto firewalls, and Cisco, Juniper, and Brocade switches
• Experience with design and configuration of Forescout products is a plus
• Hands-on experience in both Windows and Linux, Mac OSX platforms with a solid understanding of networking principals and security best practices
• Understanding of the system hardening processes, tools, guidelines, and benchmarks
• Industry Certifications such as CISSP, CASP, Security+, CEH, SANS (GCIA, GCIH, GREM, GPEN) is a plus
• Advanced Administrator’s level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX) is a plus
• Computer Networking Systems Administrator level knowledge of all protocol layers
• Strong knowledge of enterprise networking environments
• Expertise in debugging and root-cause analysis in complex systems and large environments
• Experience installing, implementing, and debugging network access control security solutions is a plus
• Desired skills: VMware -VSphere, Microsoft Hyper-V, and PGSQL
• Understating of programming languages: C, Java, and Perl
• 3+ years of technical experience in a support role (in an enterprise-level support environment is a plus)
• 2+ years of experience troubleshooting hardware related issues.
• Outstanding customer-facing skills
• Expert ability to assess situations and adapt according to customer needs
• Strong knowledge and experience working in a complex multi-team based Technical Support environment
• Ability to troubleshoot heterogeneous environments
• Capable of documenting problems and solutions for internal as well as external customers
• Model documentation and case management practices
• Bachelor’s degree in Computer Science, Engineering, or equivalent industry experience
• Ability to travel domestically and internationally when required

What Forescout Offers You

• Competitive compensation and benefits–we cover 80% of employee and dependents’ benefits premiums (the U.S. only), 401K match, generous PTO policy, and much more
• Collaborative and innovative environment –make an impact on worldwide security while working on the hottest technology
• Leadership that supports and encourages professional growth and development
• Want a glimpse of Life @ Forescout? Check us out on Facebook and Instagram
• Learn more @ www.forescout.com