Advanced Services Engineer

Shape the Future of Cybersecurity at Forescout

Every day cyberattacks threaten to disrupt hospitals, power grids, financial systems, and the infrastructure we all depend on. At Forescout, we build the defenses that keep civilization running smoothly in an increasingly connected world.

For more than 25 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. From power grids and healthcare systems to financial networks and transportation hubs, Forescout protects the critical infrastructure of our modern world.

Forescout has an excellent opportunity for a strategic and business-focused Advanced Services Engineer (ASE) to join our high-energy, multi-cultural, world-changing team. The Advanced Services Engineer position at Forescout Technologies offers the opportunity to assist customers with technical issues to ensure optimal performance of our products and solutions within large and complex customer environments. You will need a solid understanding of Forescout products and basic knowledge of the environments in which they are deployed.

You will take ownership of assigned projects and support configurations to address and resolve customer issues. Competencies essential to your success in this role include customer service, problem-solving, organization, time management, combined with agility of learning and technical aptitude, and operating Forescout solutions in real-world customer environments. The ASE will troubleshoot the Forescout solutions, provide upgrade and deployment best practices to the base Forescout solution, as well as integrate the Forescout product with other customer third-party software, such as remote access and SIEM technologies.

In this role, you will:

• Develop a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed.
• Provide complex product support, in a collaborative team environment, to customers, other Forescout employees, and partners.
• Participate in knowledge transfer with teammates, attend formal team training sessions, brown bags, and formal mentoring.
• Routinely monitor and develop knowledge assets to enable customer self-sufficiency.
• Monitor and manage Support Services cases.
• Achieve a high level of expertise in all areas of the product.
• Capable of completing assigned duties, handling cases, and escalations within guidelines with minimal direction from Support Services Leadership.
• Routinely act independently while researching and developing solutions to customer issues.
• Liaison to Engineering on product issues, including design, features, and defects.
• Acts as a technical point of contact and is repeatedly sought by others to provide specialty knowledge to assist them in their problem-solving.
• Administer and mature a customer enterprise deployment of the Forescout solution.
• Interface with Forescout Support and/or R&D to resolve issues that may impede success.
• Analyze and optimize polices in accordance with customers' business requirements.
• Manage equipment installation and configuration at all locations, to include lab environments.
• Assist customers with planning and executing Forescout software and hardware upgrades.
• Create customer reports to achieve project alignment and unity of effort.

We encourage you to apply if you meet most but not all the desired skills and experience listed in this job posting. We value competencies, aptitude, and a great attitude as supplement to experience.

• Hands-on experience Forescout products
  , including configuration and administration preferred
• Strong knowledge of enterprise networking and security environments
  • Administrative-level understanding of all networking protocol layers
  • Solid understanding of enterprise computing environments, distributed applications, and TCP/IP networking
  • Experience deploying and/or supporting network technologies such as Cisco, Palo Alto, Juniper, and Brocade switches
  • Experience installing, implementing, and troubleshooting network access control (NAC) security solutions is a plus
  • Experience deploying and/or supporting enterprise security software, including firewalls, IPS, antivirus solutions, application firewalls, high-availability solutions, and network management systems
  • Minimum 3 years of experience with network hardware configuration
• Strong to advanced knowledge of system administration functions
  • Advanced, administrator-level understanding of operating systems (Linux, Windows, macOS, and UNIX)
  • Solid understanding of security best practices for these operating systems
  • At least 3 years of hands-on experience with Windows-based and UNIX/Linux operating systems
• Technical & Support Skills
  • Strong technical support skills
  • Expertise in debugging and root-cause analysis within complex, large-scale environments
  • Strong customer-focused mindset
  • Ability to clearly document and communicate complex procedures and technical steps
  • Ability to multitask…