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Mid-level generalist support role in a metro location with broad requirements increases applicant competition.
Email security and gateway appliance expertise are specialized and less transferable across industries.
Explicit 5+ years requirement plus certifications and specific product experience makes shortlisting highly selective.
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Provide remote technical support to global enterprise customers via phone, email, and chat for Forcepoint and third-party email security products.
Troubleshoot, replicate, and resolve complex issues related to email protocols, server architecture, spam tuning, and email security concepts, escalating when necessary.
Create and maintain knowledge base articles; participate in internal training and technical supportability programs; use AI tools to enhance support delivery.
5+ years of relevant experience in technical support or similar environment.
Certification: RHCE or CCNA mandatory.
Strong expertise with email protocols (SMTP, IMAP, POP3) and email security technologies including SPF, DKIM, DMARC, encryption, anti-spam, and anti-phishing.
Experience with Linux, Windows AD, Mail Infrastructure (Postfix, SQL), and troubleshooting tools (Fiddler, Wireshark).
Experienced in supporting enterprise email security solutions such as MS-Exchange, Cisco IronPort, Symantec Mail Security, Mimecast, Barracuda.
Demonstrates proficiency in diagnosing complex email deliverability issues and reputation management.
Able to independently manage escalations and communicate effectively technical and critical information to customers and internal teams.