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Escalations Engineer



Other Engineering
Campbell, CA, USA
Posted on Wednesday, November 15, 2023

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

We are looking for an experienced escalation engineer with 3 to 5 or more years of experience and a strong appetite for resolving highly technical issues. Candidates should be a self-starter, possess excellent troubleshooting and reasoning abilities and strong written and verbal communication skills along with a desire to work on networking, security, proxy, web, DLP and other client-server technologies.

About the role:

· Primarily responsible for triaging highly technical issues.

· Understand Customer's environments.

· Troubleshoot complex communication between client and server infra-structures on the fly.

· Be a mentor and technical leader for other technical support engineers.

· Provide a consistent positive customer experience.

· Develop technical articles and documentation and assist in growing both our internal and public-facing knowledge base.

· Work with Professional Services, DevOps, Engineering, product & support in resolving issues in a timely fashion.

· Ability to work well under demanding circumstances.

· Self-Starter, Collaborative, Responsive and Enterprising in achieving customer objectives.


· This position will require access to information that is subject to the U.S International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR). The applicant must have the ability to obtain the appropriate work authorizations that may be required under U.S. ITAR or EAR regulations from the applicable U.S government agency.

· 3+ years’ experience as Escalation Engineer/ Lead Technical Engineer, preferably in Enterprise SaaS or Cyber Security.

· Bachelor’s Degree OR equivalent experience

· Excellent communication skills, both written and verbal. Prior Experience in communicating with Enterprise, Service Provider, or SMB customers.

· Worked in CASB, HTTP Protocols and HTTP Proxies

· Experience in one or more of the following areas as an Administrator:

· Operating Systems - Windows, Linux or Mac OS.

· Cloud / SaaS applications - Salesforce, GSuite, Office 365, Salesforce, etc.

· IaaS - AWS, Azure or GCP.

· Identity and Access Management (LDAP, AD, ADFS, Okta, Ping, etc).

· Network Firewalls and Proxies.

· End-Point Security.

· Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, Fiddler, Charles proxy, OpenSSL, grep, and Kibana/Splunk/SIEM).

· Familiar with reading and/or writing simple code - preferably in Python, Javascript and C++/C#.

· Ability to troubleshoot issues involving communication between multiple SaaS and on-premises applications.

· Experience building customer-facing documentation.

· Training internal teams about technical details of the product.

· Eagerness to learn lots of new technologies.

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is a Federal Contractor. Certain positions with Forcepoint require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

Applicants must have the right to work in the location to which you have applied.