Sr. Software Escalations Engineer

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

Forcepoint is looking for a technical engineer with knowledge in the IT and software worlds who is willing to join a fast-paced, high-energy escalation team working on resolving customer issues, designing large complex deployments, improving company products, and training other tiers. Successful candidates will need to have excellent organizational, communicational, self-management and self-learning skills.

Essential Functions

• Troubleshooting complex software modules based on written and verbal descriptions provided by technical support, sales, account managers, and customers.
• Participation in internal and external calls to provide technical insight into the issue experienced by the customer and provide fixes and workarounds.
• Work with QA and development teams to recommend resolutions, provide insights, and make sure issue fixes are being implemented into the products.
• Creation and delivery of training materials for technical support and sales engineers.
• Participation in the creation of internal knowledge base articles.
• Participation in the software early availability activities, deploying beta code, troubleshooting, and delivering feedback.

Qualifications/Skills

• Good troubleshooting skills and methodological approach.
• Previous experience with customers (working remotely and/or on-site visits).
• Experience working with cloud and on-premises software.
• Ability to effectively communicate technical and non-technical concepts to both technical and non-technical audiences.
• Ability to learn modern technologies and adapt to changes in requirements or technology stack.
• Excellent team player.
• Capability to prioritize tasks and manage time effectively.
• Ability to pay attention to details in issue descriptions, documentation, and requirements.
• Demonstrated experience in writing code projects with Python – major advantage.
• Knowledge in networking technologies: HTTP, SMTP, SSL, TCP/IP, DNS, network components (routers, switches, firewalls, proxies).
• Demonstrated knowledge in Microsoft products: Windows servers and workstations, Active Directory, Exchange, SharePoint.
• Demonstrated knowledge in MS SQL – advantage.
• Demonstrated knowledge in working with Linux environments – installing, configuring networking, writing bash scripts, and more.
• Prior experience working as software integrator or professional services – major advantage.
• IT experience in SMB or Enterprise organizations – advantage.
• Experience with cloud platforms such as AWS, Azure, or GCP – advantage.

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 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 Company's career webpage as a result of your disability. You may request reasonable accommodations by sending an email to

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