Technical Support Engineer - ICS Networks
Dallas, TX

Job Description

What We Are Doing:

Forescout Technologies is a fast-growing company developing state-of-the-art network monitoring and intrusion detection technology specifically built for Industrial Control Systems (ICS) which control everything from elevators to roller coasters to oil refineries and the US electrical grid. We are passionate about turning cutting-edge technology into robust industrialized solutions for our ICS end customers. Working on the edge of academic research combined with years of field experience, we have developed a new approach to protect process control environments against unique and advanced cyber threats. Our customers and partners are spread across the globe and operate in various industries, including electric power, water distribution, oil & gas, manufacturing and entertainment.

The Technical Support Engineer for ICS Networks is a key technical resource in the Support organization, providing expert guidance to customers and to other support engineers. The ideal candidate will have extensive experience with control system computing environments, distributed applications, and a strong knowledge and understanding of TCP/IP networks to include PLC's, HMI's, Historians, EWS, as well as networking gear such as Cisco, Juniper, and Brocade switches, along with solid experience in network security solutions.

US citizenship required

What You Will Do:

Join the Forescout team of Support Engineers and take part in supporting the worldwide market leading product suite for Industrial Control Network Asset Discovery, Intrusion and anomaly behaviors detection.

Responsibilities:

* Provides complex technical support to customers, other Forescout employees, and partners
* Makes collaborative effort within the team to resolve complex customer issues
* Participates in knowledge transfer with teammates through delivering formal team training sessions, brown bags and formal mentoring
* Creates and reviews knowledge-base articles and notes
* Achieves a high level of expertise in all areas of the SilentDefense and CounterACT product
* Provides knowledge transfer with teammates through formal team training sessions, brown bags, and mentoring of other team members
* Capable of handling cases and escalations within guidelines
* Capable of independently solving customer issues on-site
* Liaison to Engineering on product issues including design, features, and defects
* Occasionally travels to customer sites in emergency situations to solve technical problems

What You Bring To Forescout:

Technical Qualifications:

* 5+ years of industry experience
* Strong experience in Network troubleshooting and configuration (tcpdump, Wireshark, etc.)
* Knowledge of TCP/IP and enterprise network protocols (LDAP, DNS, SMTP, SNMP, DHCP and authentication protocols)
* Knowledge of ICS networks, DCS systems and OT protocols (MODBUS, DNP3, IEC 104, ETH/IP, MMS, etc.) preferred
* Experience in network security preferred
* Network equipment configuration (Switch, Router, Firewall, etc.) preferred
* Experience with Linux O/S preferred
* Experience with virtualization environments preferred

General Qualifications:

* Excellent communication skills, both written and verbal skills
* Outstanding customer-facing, hands-on, task-oriented problem-solver
* Experience in support and enterprise-customer interaction with a strong customer support attitude
* Ability to prioritize tasks and the ability to work in several interfaces in parallel
* Expert ability to assess situations and adapt according to customer needs
* Strong knowledge and experience working in a complex multi-team based technical support environment

Education:

* Bachelor's degree in Computer Science, Engineering or equivalent industry experience
* GICSP certification or equivalent is a plus

What ForeScout Offers You:

Strong product, good leadership, great culture, good people, diverse, great benefits, great compensation. If you have good work ethic, are visible, 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!

* Competitive compensation and benefits
* Collaborative and innovative environment - make an impact on worldwide security while working on the hottest technology.
* We work hard…and we PLAY hard!

Job ID: 3865

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