Job Summary
A Technical Support Engineer III (Data Loss Prevention) is responsible for providing a world-class support experience to an enterprise customer base.
You will be expected to leverage your technical knowledge and experience to interpret customers needs and ensure they achieve maximum value from their DLP investment. This will include reviewing customer implementations, advising on policy design and best practices, and proactively contributing to product quality and team capability.
You will be recognised as a technical advisor within the team, called upon to support peers on complex DLP issues within your area of expertise, and will actively participate in product supportability and knowledge programmes.
Key
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, policy exports, and configuration details; reproduce reported issues in a controlled environment 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 DLP 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 DLP components, policy frameworks, channel integrations, and deployment architectures.
Team Contribution & Knowledge Sharing
- Assist peers and other Technical Support Engineers who require your knowledge and expertise when resolving issues.
- Participate in knowledge sharing through technical discussions, Knowledge Base contribution, and documentation.
- Create and deliver mentoring programmes for Technical Support Engineers, supporting their development and technical growth.
- Provide in-depth training in areas of expertise, including Forcepoint DLP policy design, channel configuration, and integration scenarios.
- Actively participate in product supportability programmes.
- Participate in 24x7 follow the sun support coverage via an on-call model as required.
- Perform other duties and projects as assigned.
Requirements & Qualifications
The following qualifications are expected for this role. Candidates who meet the majority of these criteria and demonstrate strong learning agility are encouraged to apply.
Experience
- 5+ years in a technical support, systems engineering, or information security role, with demonstrable hands-on experience supporting Data Loss Prevention or data security solutions in an enterprise environment.
- Proven ability to handle complex, multi-faceted technical cases independently from diagnosis through to resolution.
- Experience supporting or administering enterprise DLP platforms such as Forcepoint DLP, Symantec DLP (Broadcom), Trellix/McAfee DLP, or equivalent Forcepoint experience strongly preferred.
- Track record of collaborating with Engineering and Product teams to drive root cause resolution and product improvement.
- Experience working in a global, cross-functional environment supporting enterprise customers.
- Bachelors degree or higher in Information Systems, Computer Science, Cybersecurity, or equivalent practical experience.
Data Loss Prevention Concepts
- Strong understanding of DLP principles: data classification, policy design, incident management workflow, and regulatory compliance drivers (GDPR, HIPAA, PCI-DSS).
- Knowledge of data exfiltration channels and DLP enforcement points: endpoint, email, web/proxy, network, cloud storage, and removable media.
- Experience with content inspection techniques: regular expressions, keyword matching, data identifiers, file fingerprinting, and machine learning classifiers.
- Familiarity with DLP incident response workflows: alert triage, policy tuning to reduce false positives, and escalation to security operations.
- Understanding of device control and application control policies in an endpoint DLP context.
Networking, OS & Infrastructure
- Networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, SMTP, FTP essential for understanding DLP channel interception and enforcement point configuration.
- Windows Server administration: permissions, services, registry, Event Viewer, and .NET application diagnostics.
- Linux command-line fundamentals: file system navigation, permissions, and service management.
- Microsoft Active Directory and Exchange integration concepts, relevant to DLP user directory lookups and email channel enforcement.
- Virtualisation platform familiarity: VMware vSphere or Hyper-V (OVA/OVF deployment and configuration).
- MSSQL fundamentals: management interface access, log review, and basic query execution required for Forcepoint DLP database diagnostics.
Diagnostic & Analysis Tools
- Log analysis across multi-component DLP environments, including policy server, management server, protector, and endpoint agent logs.
- Packet capture and analysis using Wireshark or tcpdump, particularly for network channel DLP troubleshooting.
- Scripting proficiency in Python, PowerShell, or Shell for log parsing, automation, and diagnostic workflows (preferred).
- Familiarity with SIEM platforms (e.g. Splunk) for DLP incident forwarding and alert correlation.
Forcepoint DLP Technical Skills
- Hands-on experience with the Forcepoint DLP suite: policy server, management server, and supplemental components including Protector, Crawler, Web Content Gateway, and ICAP integration.
- Experience configuring and tuning Forcepoint DLP policies: channel configuration (web, email, endpoint, network, discovery), classifier creation and refinement, and incident workflow management.
- Ability to configure and troubleshoot Forcepoint DLP endpoint agents on Windows, including Office add-in behaviour, application control, and device control policies.
- Familiarity with Forcepoint DLP discovery task configuration for crawling file shares, SharePoint, OneDrive, and database repositories.
- Experience with Forcepoint DLP integration points: web proxy (Content Gateway/ICAP), email MTA (Protector), and network monitoring (Protector span/tap).
- Familiarity with Forcepoint DLP Analytics and reporting capabilities for incident trend analysis and executive-level reporting.
- Experience with Forcepoint DLP version upgrades, hotfix application, and supplemental server maintenance.
Certifications
- Forcepoint DLP Administrator or System Engineer certification — preferred, or willingness to obtain shortly after joining.
- CISSP, CompTIA Security+, CISM, or equivalent security certification — desirable.
- CCNA or equivalent networking certification — desirable.
Behaviours & Competencies
- Customer-first mindset with strong ownership and accountability for outcomes.
- Excellent written and verbal communication skills; able to explain complex DLP concepts clearly to both technical and non-technical audiences.
- Strong analytical and problem-solving ability with a methodical, evidence-based approach.
- Collaborative team player who actively shares knowledge and supports the development of others.
- Comfortable managing multiple priorities under pressure, with a results-oriented approach.
- Committed to continuous learning and staying current with evolving data security technologies and Forcepoint products.
