Technical Support Representative

Customer Success Pune, India


What We Do

Managing cyber risk, together – As the world is becoming more and more connected so is the need for Forescout’s solutions. Forescout is at the forefront of one of the largest needs in the security space. Forescout delivers automated cybersecurity across the digital terrain, maintaining continuous alignment of customers’ security frameworks with their digital realities, including all asset types – IT, IoT, OT, IoMT.

What 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 products.

In 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

·       Process Lead/Customer portal registrations.

·       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.

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 .

More About Forescout

Forescout Technologies, Inc. delivers automated cybersecurity across the digital terrain, maintaining continuous alignment of customers’ security frameworks with their digital realities, including all asset types – IT, OT, IoT, IoMT. The Forescout Continuum Platform provides complete asset visibility, continuous compliance, network segmentation and a strong foundation for Zero Trust. For more than 20 years, Fortune 100 organisations and government agencies have trusted Forescout to provide automated cybersecurity at scale. Forescout arms customers with data-powered intelligence to accurately detect risks and quickly remediate cyberthreats without disruption of critical business assets. Learn more at www.Forescout.com.

Our Mission

To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.

Our Vision

A world where every cyber asset is seen, secure and compliant.

Our Cultural Values

·       One Team – We all work together, and we all win together.

·       Cyber Obsessed – We are curious about technology, innovative and passionate about solving problems.

·       Customer Driven – We listen, we learn, and we make it right.

·       Relentless – We're smart, determined, and find a way. We figure stuff out.

·       Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.

Our DEI Statement

At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic protected by law. By embracing Diversity, Equity, and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.

Thank you for taking the time to learn more about us.  
If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature.No fee will be paid in the event.

#LI-VS1

 

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.