Technical Support Engineer 2

Intelligent. Dynamic. Resilient. 

Everfox, formerly Forcepoint Federal, has been defending the world’s most critical data and networks against the most complex cyber threats imaginable for more than 25 years. As trailblazers in defense-grade, high assurance cyber security, we have been leading the way in developing and delivering innovative cyber security technology. We protect data wherever it resides. Our unwavering dedication and commitment to our customers and the critical missions they serve are what set us apart. We are dynamic, vigilant, and proactive in everything we do. Our suite of cross domain, threat protection and insider risk solutions empower governments and enterprise organizations to use data safely - where and however their people need it. At Everfox, we innovate, we invest, we achieve. We protect what matters most to our customers. And we offer protection like no other. We do all of this so our customers can focus on what matters most… their mission.

Job title: Technical Support Engineer 2

Location: Remote

Overview of the role

A fantastic opportunity has arisen within the Technical Support team at Everfox, where you will be responsible for providing technical support and consultancy to make our customers' journey with Everfox a resounding success.

You will focus on delivering best-in-class support and customer service to turn every customer into an advocate of Everfox, encouraging successful word-of-mouth recommendations to support long-term growth for our business.

The successful candidate will be sharp, technically literate, collaborative and highly personable with the ability to consult with technical and non-technical stakeholders, both internally and externally at all levels. You may come from a network/infrastructure support role, with the plan to move into something more client-centric, or you may simply be a technical individual that enjoys working with people. You will have frequent communications with the wider CES and engineering team in London, work from your home office, and potentially travel to customer sites across the US and Canada, Everfox’s office locations, and colleagues in neighboring cities/states.

You will be comfortable with our client support structure, where a "follow the sun" approach ensures that there is always at least one Technical Support Engineer available to speak to customers. This will mean being part of an on-call support rota, providing phone cover for high priority incidents over weekends and bank holidays and embracing flexible start and finish times on working days.

Key responsibilities

Our Technical Support Engineers will be able to:

• Develop a detailed understanding of Everfox's hardsec product suite to articulate Everfox’s hardware enforced isolation capability in both highly technical language as well as simple, jargon-free language.

• Develop a working knowledge of the full Everfox product suite.

• Provide ongoing support to customers and help manage associated ticket queues.

• Provide administration services for the Everfox ULTRA Cloud Service.

• Undertake root cause analysis on technical issues before working with the Everfox engineering team to plan a resolution.

• Engage with Everfox’s engineering teams in London to discuss product improvements and roadmap items from a functional, usability and performance perspective.

• Carry out detailed product testing of new hardsec releases and features ensuring they work as expected and raise issues (with clear instruction on how to replicate) to the engineering team for investigation.

• Conceive and help create customer success material (documentation, training videos etc.)

• Be part of the 24x7 remote support rota (qualifying for additional inconvenience allowance).

• Recognising the industry that Garrison operates in and appreciating the importance of following Garrison's information security policies.

As your experience increases, you may be asked to:

• Engage with customer technical teams to help plan and support installation and deployment of Everfox products.

• Support product Proof of Concepts and evaluations.

• Train customer teams to administer and support their Hardsec deployment.

• Specialise in and provide support for Everfox products outside of the hardsec product suite.

• Develop a detailed understanding of the cyber security market and cyber security best practices to provide consultancy to our customers.

• Assist the sales and marketing team at US and international industry events.

Skills and experience

You'll be perfect if you have the following exper