Technical Support Representative

Description

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 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.

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
  
  

What 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 .
  
  

What Forescout Offers You

At Forescout, visionary leadership, continuous learning, and career development are central to our success. Our diverse and inclusive culture empowers people to collaborate, innovate, and make a meaningful impact on global security while working with industry-leading technology. We offer competitive compensation and benefits, recognize those who take initiative and contribute fully, and provide exciting opportunities to grow alongside our business. 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, and we are innovative and passionate about solving big programs.
• 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.
  
  

Thank you for taking the time to learn more about us. 

If this opportunity intrigues you, we would love for you to apply!

Pre-Employment Screening and Verification

At Forescout, we are Cyber Obsessed. As a global cybersecurity company, we are committed to maintaining a secure environment for our customers, employees, and business operations. To support these efforts, candidates may be asked to complete job-related pre-employment screening and verification processes, to the extent permitted by applicable law. Depending on the role and location, these measures may include identity verification, employment verification, background screening, work authorization verification, and other lawful security-related checks. Forescout conducts these processes in accordance with applicable laws and regulations, including privacy and data protection requirements, and obtains any required notices, authorizations, or consents before conducting such screenings.

Notice Regarding the Use of Artificial Intelligence in Recruitment

As part of our recruitment process, we may use artificial intelligence (AI) or automated decision-support tools to review applications, assess job-related qualifications, match candidates to role requirements, and coordinate interviews. These tools support, but do not replace, the judgment of qualified recruiters and hiring managers, who remain involved throughout the process. We use AI responsibly and in accordance with applicable laws, regulations, and internal governance standards.

Note to Employment Agencies

We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies.  Submissions made without a signed Employment Placement Agreement and an authorized search engagement for the specific position through our Talent Acquisition team will be considered unsolicited, and no placement fee will be paid.

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.