Forcepoint · 10 hours ago
Tech Support Engineer I
United States
Full-time
Remote
New Grad, Entry Level
0+ years expForcepoint simplifies security for global businesses and governments. They are seeking a Technical Support Engineer to provide first-level technical support to customers and internal teams by diagnosing and troubleshooting technical issues while ensuring high-quality customer support and satisfaction.
Cyber SecuritySaaSSoftwareSecurity
Responsibilities
Handle inbound customer calls as the priority, ensuring professional, clear, and effective communication
Accurately log, triage, prioritize, and route customer cases to the correct support queues based on issue type, severity, and product category
Act as the first point of contact for customers, ensuring proper issue understanding, documentation, and resolution ownership
Interact directly with customers and users the case resolution
Apply company policies, procedures, and standard operating practices to resolve routine issues efficiently
Maintain detailed and accurate documentation of customer interactions, troubleshooting steps, and case resolutions
Build stable and collaborative working relationships with internal teams to ensure smooth case handling and resolution
Follow defined workflows, quality standards, and compliance guidelines
Assist in basic troubleshooting and issue analysis before escalating cases to higher support levels
Monitor case progress and follow up to ensure timely resolution and customer satisfaction
Participate in team meetings, training sessions, and knowledge-sharing activities to continuously improve support quality
Meet defined KPIs and service level targets, including call handling, case routing accuracy, response time, and customer satisfaction
Ensure adherence to performance metrics, quality standards, and operational SLAs
Qualification
Required
Bachelor's degree in engineering, Computer Science, Information Technology, Electronics, or a related technical discipline
0–2 years of professional experience in technical support, customer support, IT support, or related roles
Strong verbal and written communication skills, especially for customer-facing interactions
Basic understanding of hardware, software, and networking concepts
Strong problem-solving, analytical, and troubleshooting skills
Ability to multitask, prioritize tasks, and manage call volumes effectively
Customer-focused mindset with professionalism and empathy
Preferred
Experience handling inbound technical support calls
Knowledge of ticketing systems, CRM tools, and case management workflows
Familiarity with ITIL concepts such as incident management, triage, and escalation
Exposure to enterprise software, networking, or electro-mechanical systems is an advantage
Company
Forcepoint
Forcepoint is a data protection cybersecurity firm that helps businesses in securing users, data, and networks while enabling development.
1001-5000 employees
H1B Sponsorship
Forcepoint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (8)
2023 (8)
2022 (12)
2021 (1)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$18MKey Investors
New Enterprise Associates
2023-07-10Acquired
2006-09-25Post Ipo Equity· $18M
2000-03-28IPO
Leadership Team
Ryan Windham
Chief Executive Officer
John Sorensen
SVP, Americas Sales
Recent News
Washington Technology
2026-01-16
2026-01-07
Company data provided by crunchbase