Tech Support Engineer I

Who is Forcepoint

Forcepoint simplifies security for global businesses and governments. Forcepoints 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 youre in the right place; we want you to bring your own energy to help us create a safer world. All were missing is you!

The Technical Support Engineer provides first-level technical support to customers field engineers technicians and internal teams by diagnosing troubleshooting repairing and debugging complex electro-mechanical equipment computer systems software and networked or wireless systems. The primary responsibility of this role is to handle inbound customer calls accurately capture technical issues and ensure proper triage and routing of cases to the correct support queues. The role focuses on delivering timely and high-quality customer support while maintaining operational efficiency and customer satisfaction.

Key Responsibilities

• Handle inbound customer calls as the priority ensuring professional clear and effective communication.
• Accurately log triage prioritize and route customer cases to the correct support queues based on issue type severity and product category.
• Act as the first point of contact for customers ensuring proper issue understanding documentation and resolution ownership.
• Interact directly with customers and users the case resolution.
• Apply company policies procedures and standard operating practices to resolve routine issues efficiently.
• Maintain detailed and accurate documentation of customer interactions troubleshooting steps and case resolutions.
• Build stable and collaborative working relationships with internal teams to ensure smooth case handling and resolution.
• Follow defined workflows quality standards and compliance guidelines.
• Assist in basic troubleshooting and issue analysis before escalating cases to higher support levels.
• Monitor case progress and follow up to ensure timely resolution and customer satisfaction.
• Participate in team meetings training sessions and knowledge-sharing activities to continuously improve support quality.
• Meet defined KPIs and service level targets including call handling case routing accuracy response time and customer satisfaction.
• Ensure adherence to performance metrics quality standards and operational SLAs.

Required Qualifications

Preferred Skills

Dont meet every single qualification Studies show people are hesitant to apply if they dont 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 youre 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 committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by sending an email to .

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

Required Experience :

IC

Key Skills

Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1