Technical Support Engineer III - Email Security

Job description

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! A Cybersecurity Technical Support Engineer III is responsible for providing a world-class support experience to our enterprise customer base. Living our corporate values of being Trustworthy, Collaborative, Accountable, Respectful, Innovative, and Relentless, you will be responsible for assisting our customers with troubleshooting and resolving issues related to Forcepoint as well as associated third-party products, enabling our customers to stop the bad and free the good. You will utilize your knowledge and experience to interpret the customers’ needs and ensure they are achieving maximum value from Forcepoint. You will be seen as a technical advisor within the team and called upon to provide assistance to other team members on issues within your area of expertise. You will actively participate in product supportability programs. Responsibility Provide remote support to our Global customers through Phone/E-mail and Chat Channel Responding to customer queries in a timely manner, Regular follow-ups with customers with recommendations, updates, and action plans Replicate customer issues and engage product team in a timely manner for quick resolution Leverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide effective solutions Contribute by creating new knowledge base articles for internal and external consumption Participate in technical communications and Trainings within the peers to share best practices Take ownership of Technical Escalation and work towards troubleshooting the issue. Technical Requirements Candidates should have RHCE / CCNA certifications Clear understanding of OSI and TCP/IP model Familiarity and technical understanding of core Internet technology (DNS, HTTP, TCP/IP, routing, firewalls, etc.) Experience in Linux and Windows AD. Experience in Mail Infrastructure, Postfix and SQL. Understanding of Data Privacy regulations Experience with Troubleshooting tools and capture analysis (Fiddler, Wireshark…) Strong expertise in email protocols (SMTP, IMAP, POP3) and email server architecture. Diagnose and resolve spam rule tuning, false positive/negative quarantine issues Deep understanding of email security concepts: authentication (SPF, DKIM, DMARC), encryption, anti-spam, anti-phishing. Experience with email gateway appliances or cloud email security solutions Proficiency in troubleshooting email deliverability issues and reputation management. Prior knowledge or experience with DSPM will be considered an added advantage. Candidate should have worked on MS - 035, Cisco Iron port, Symantec Mail Security for exchange, Mimecast Email security, Barracuda Email Security. AI-Assisted Support Use AI tools (ChatGPT, Claude, Gemini, etc.) to analyze logs, policies, and errors. Summarize support tickets and identify key issues. Research solutions using AI and documentation. Draft technical responses and tailor them as needed. Create and maintain knowledge base articles. AI at Forcepoint: At Forcepoint, we believe AI is a force multiplier — not a replacement for human ingenuity. We actively encourage every team member to embrace AI tools as part of their daily workflow: to accelerate analysis, automate repetitive tasks, surface insights faster, and free up cognitive bandwidth for the work that requires distinctly human judgment, creativity, and collaboration. We are building a workforce that is fluent in AI - one that continuously experiments, learns, and applies emerging tools to deliver greater impact for our customers and mission. People who bring curiosity, adaptability, and a proactive approach to AI-augmented work will thrive here." Professional Qualities Customer centric approach with focus on customer Outcome Excellent Customer handling and communication (verbal and written) skills Good team player with ability to operate independently with minimal supervision Ability to articulate and clearly communicate Critical / Technical messages Ability to Plan and Prioritize tasks based on Severity and Priority Excellent Troubleshooting skills Experience – 5+ Years for TSE III, Relevant experience in support environment would be a Plus 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 recruiting@forcepoint.com. Applicants must have the right to work in the location to which you have applied.