Advanced Services Engineer

Forescout Technologies, Inc. is seeking an Advanced Services Engineer to assist customers with technical issues and ensure optimal performance of their products and solutions within large and complex customer environments.

Requirements

• Develop a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed.
• Provide complex product support 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.

Benefits

• Competitive compensation
• Benefits offered