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About the role
Key Responsibilities Customer Engagement & Case Management Respond to and manage customer cases in line with Service Level Agreements, demonstrating a sense of urgency and clear ownership throughout. Ensure full understanding of reported issues, including their technical impact and business context for the customer. Gather diagnostic data including logs and configuration details; reproduce reported issues in a controlled setting where possible. Research issues using the Knowledge Base, product documentation, and collaboration with colleagues; recommend and drive solutions through to resolution or timely escalation. Prioritise workload based on severity and customer impact, maintaining transparency with customers on progress at all times. Document all case interactions and resolution details accurately within the case management system. Adhere to company policies and procedures for customer handling, case management, and service entitlement verification. Be accountable for escalated cases, coordinating internally to achieve timely resolution while keeping customers fully informed. Technical Excellence & Problem Solving Proactively identify and resolve potential problems before they affect customers, contributing to an improved overall support experience. Approach each case with a goal of ensuring Forcepoint Web Security products are performing at an optimal level, addressing any underlying or related issues uncovered during each engagement. Investigate and analyse data across one or more customer cases to identify root causes; work with peers and Product Development to generate solutions, proactively contacting customers who may benefit. Provide technical reviews of user documentation, product requirements documents, and functional specifications. Act as a subject matter expert for Forcepoint Web Security components, integrations, and deployment architectures. Team Contribution & Knowledge Sharing Assist peers and other Technical Support Engineers who .