Technical Support Engineer II

Job Description

Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.The goal of the MCS Technical Account Manager is to ensure customer success, focusing both on reactive support and pro-active services to enable the customer to successfully deploy their Forcepoint solution set and achieve targeted business benefits. The TAM is the single point of contact for the customer and also all internal Forcepoint teams as he/she guides the customer through all phases of the Customer Experience Blueprint, providing expertise and guidance on leading best practices for a successful enterprise security solution. He/she serves as a strategic advisor to customers and provides product functionality, technology and implementation expertise by delivering a combination of technical consulting and project management skills.Essential Functions

• Diligently does the on boarding of new MCS accounts as defined in the MCS playbook.
• Builds and grows relationships with both Technical staff and Sr. Management from the customer team.
• Actively contributes and leverages from the ongoing MCS team meetings.
• Ensures that MCS program deliverables are actioned; for example, meeting minutes, Architecture reviews/diagrams, Strategic Support Plan, Migration planning etc.
• Collaborates with Engineering and QA teams in Forcepoint to validate Deployment architectures and Sizing parameters.
• Conducts regular calls with each of their accounts and provides the customer team a status update.
• Performs a quarterly review of the account with Sr. Management staff of the customer team.
• Owns, drives and tracks Hot Customer escalations, including partnering with the CritSit, Sustaining Engineering, Product Management teams.
• Develop a good working relationship with technical support to ensure that all cases opened for their accounts are being actively worked and progressing towards an expeditious resolution.
• Partners closely with the sales team and Product Management to ensure that customer requests are logged and appropriately prioritized , and also ensure that future product direction aligns with the customer road map.
• Develops and mentors other TAMs to help improve their technical knowledge, project management skills, customer management skills, etc.
• Conducts on site audits/reviews as needed.
• Performs TAM duties for 6 7 MCS accounts at any time.
• Stays current on company and industry technologies.
• Performs other duties and projects as assigned

Education & Experience

• Bachelor s degree in Computer Science or Information Systems or equivalent experience.
• At least 5 years in technical product support or information systems environment supporting business-to-business customers.
• Domain knowledge in networking security required.
• Must have experience supporting Enterprise Customers
• Demonstrated experience in a technical customer support environment and experience working with a networking vendor
• Understands and can articulate the product line and architecture.
• Ability to troubleshoot technical issues at a high level to determine appropriate path to resolution.

Soft Skills

• Strong personal drive for ensuring customer success with a proactive focus.
• Strong background in a dynamic, problem solving, customer service environment.
• Flexibility, integrity and creative problem-solving skills.
• Outstanding verbal and written communication skills.
• Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude.
• Ability to articulate technical issues in a meaningful way to both team and executive level management.
• Must be capable of dealing confidently and professionally at the executive level with Customers.
• Must be a team player and build good working relationships across all functions.
• Wears the Customer Advocate hat at all times.

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Keyskills :
troubleshooting networking lan technicalsupport operatingsystems onsite personaldrive productsupport problemsolving customerservice computerscience customersupport managementskills projectmanagement productmanagement customermanagement cus