Technical Support Representative

What We DoManaging cyber risk, together  – Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing in a real-time and at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence, and OT/ICS innovation, all supporting our mission and us as we secure the world with our products. We are looking for resourceful individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, visionaries welcomedWhat You Will Do The Technical Support Representative (TSR) is a key support resource and essential contributor to the Customer Success Organization. As a member of the Technical Support Engineering Team, you will have the opportunity to work closely with and learn from a team of highly skilled security engineers and technical leaders. This is an excellent opportunity for substantial professional growth and to develop your technical skills across a broad range of this role, you will assist customers with technical issues to ensure optimal performance of our products and solutions within large and complex customer environments. The TSR is the first point of contact and the first level of support for our customers. You will need a solid understanding of ForeScout products and basic knowledge of the environments in which they are deployed. Under the guidance of Technical Support Leadership, you will take ownership of assigned projects to address and resolve customer issues. Competencies essential to your success in this role include customer service, problem-solving, organization, and time management combined with agility of learning and technical aptitude.Troubleshooting and investigating customer-reported issues.   Share relevant KB’s and documentation with customers.   Assist in Customer login creation cases.   Handle licensing, hardware, and low-severity cases within guidelines and escalate if necessary.  Manage RMA cases once processed by TSE and monitor them until completion.  Can be replaced with: Escalate unresolved issues to TSE’s. Provides collaborative support to customers, other ForeScout employees, and partners.  Follow standard processes and procedures. Collaborate and answer questions in the Customer Portal.  Can be replaced with: Assist TSE’s with collecting relevant information on case + logs etc.  Creates KB articles and notes.  Increase personal technical knowledge through online training, documentation, and hands-on experience.  Provide feedback to improve product quality/functionality Process Lead/Customer portal registrations

What You Will Bring To Forescout

Technical Qualifications:

Basic level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX).  Good knowledge of enterprise networking environments.  Experience installing and implementing network access control security solutions is a plus.  Self-starter with initiative to learn the product in a training class and on-the-job. 

 General Qualifications:

3+ years of experience in a customer-facing support role (In an Enterprise level support environment is a plus).  3+ years of experience troubleshooting hardware-related issues.  Outstanding customer-facing skills.  A team player who can also work independently in a fast and dynamic technical support environment.  Ability to assess situations and adapt according to customer needs.  Capable of documenting problems and solutions for internal as well external customers.  Ability to follow documentation and case management practices.  Flexible working in the rotational shift . What Forescout Offers You Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout.

---