Responsibilities
- 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.
- Analyse 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.
Requirements
- Computer Networking Systems Administrator level knowledge of all protocol layers
- Strong knowledge of enterprise networking environments
- Expertise in debugging and root-cause analysis in complex systems and large environments
- Understanding of enterprise computing environments, distributed applications, and strong knowledge and understanding of TCP/IP networks to include ASA, Palo Alto firewalls, Cisco, Juniper, and Brocade switches.
- Experience with the configuration of Forescout products.
- Hands-on experience in both Windows and Linux, Mac OSX platforms, with a solid understanding of networking principles and security best practices
- Computer Networking Systems Administrator level knowledge of all protocol layers
- Strong knowledge of enterprise networking environments
- Minimum 3 years of experience with network hardware configuration.
- 3 years of significant experience with Windows-based operating systems and Unix systems, specifically Linux.
- Expertise in deploying large-scale enterprise deployments/data centers.
- Experience deploying and/or supporting enterprise security software products such as firewalls, IPS, Anti-Virus solutions, application firewalls, high availability solutions, network management systems, and virtual systems.
- Experience implementing complicated software products that involve multiple components.
- Experience in working and troubleshooting in heterogeneous environments.
- Ability to clearly document complicated steps and procedures.
- Working knowledge of shell, Perl, and XML scripting.
- Excellent written and verbal communication skills, strong customer orientation, good organizational skills, self-driven with the ability to multi-task on various projects, and aptitude to learn new technologies.
- Knowledge/experience utilizing Salesforce.com or similar CRM tools.
- Excellent interpersonal skills and experience working in demanding and challenging environments.
- Bachelor's Degree in Computer Science, Engineering, or equivalent industry experience.
- A self-motivated individual with a ‘can do’ attitude.
Nice to Have
- Industry Certifications such as CASP+, Security+, CEH, CCNA, SANS (GCIA, GCIH, GREM, GPEN) is a plus.
- Advanced Administrator’s level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX) is a plus.
- Experience installing, implementing, and debugging network access control security solutions is a plus.
- Desired skills: VMware -vSphere, Microsoft Hyper-V, and PGSQL
- Understanding of programming languages: C, Java, Bash, and Python is a plus
- ForeScout Certified Administrator (FSCA) and/or ForeScout Certified Engineer (FSCE) within the first year of employment.
Additional Information
- A self-motivated individual with a ‘can do’ attitude.
- ForeScout Certified Administrator (FSCA) and/or ForeScout Certified Engineer (FSCE) within the first year of employment.
