Forescout Technologies Inc. Looking For Technical Support Representative at Pune, Maharashtra, Full Time

What We Do

Managing cyber risk, together – Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing in a real-time and at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence, and OT/ICS innovation, all supporting our mission and vision.

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

What You Will Do

• 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.

Technical Qualifications

What You Will Bring To Forescout

• 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

Managing cyber risk, together – Our technology is at the forefront of the industry, we are led by a visionary leadership team who encourages professional growth and development. We promote a diverse and inclusive culture providing for a collaborative and innovative environment where our team can make an impact on worldwide security while working on the hottest technology. We are also proud of our competitive compensation and benefits offered. If you have a strong work ethic, are visible and lean in, you will be recognized. We are in growth mode and there is tons of opportunity. A positive attitude and being flexible to change goes a long way here at Forescout! Want a glimpse of Life @ Forescout? Check us out on LinkedIn, Facebook and Instagram.

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 organizations 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.

Forescout is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

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 Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature.  No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

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.