Customer Support Engineer

About the role

Responsibilities

• “Wow” customers by providing best-in-class customer service and support by telephone, web, email, and/or chat.
• Proactively demonstrate empathy when appropriate.
• Ownership of customer issues throughout the lifecycle of the ticket up to resolution or escalation.
• Assess customer’s Support Contract status to determine support eligibility.
• Independently investigate all resources available including internal FireMon resources, and external resources.
• Analyze, evaluate and determine the urgency of all customers reported Support tickets.
• Translate and route customer support tickets into an appropriate format and follow established ticket handling processes.
• Demonstrate technical knowledge through assessments showing proficiency within the first 90 days by completing a 30/60/90-day onboarding plan.
• Ongoing personal development through completion of additional certification and education on an annual basis.

Required Skills and Experience

• Familiarity, and experience administrating any of the following: Cisco, Palo Alto, Juniper, Checkpoint, and Fortinet products.
• Fast learner with the ability to accept and act on critical feedback.
• Ability to follow customer support process and procedures.
• Technical certifications such as Cisco, Microsoft, Linux, Network or Security +, computer science degree, cyber security degree, or currently enrolled in a computer science, or cyber security program at a technical college.
• Experience and demonstrated knowledge of Network Security, Firewall, Linux, and/or Endpoint Vendors.
• Demonstrated knowledge of the OSI model, Linux file system, network security industry compliance, firewall packet handling, syslog, and intermediate level firewall administration.
• Excellent communication skills both written and verbal as well as excellent organizational skills.
• Excellent decision-making and problem-solving capability, efficient multi-tasking in a fast paced, constantly evolving environment.
• Be an expert researcher and self-starter.
• Experience with incident management tracking systems Zendesk & Jira (Case or Ticket Management), or other CRM.
• Intermediate knowledge of networking protocols: OSI model, NAT & PAT, TCP/UDP, and HTTP.
• Intermediate experience in researching & identifying solutions in log files for different systems: Firewall, Unix/Linux System logs, Windows Event Logs.
• Ability to manage customer expectations and re-align those expectations around product functionality.
• Strong time management skills.
• Demonstrate ability to identify & understand different FireMon Ecosystem components, collect, and then investigate appropriate log files based on the issue presented.

Preferred Skills and Experience

• Experience analyzing and delivering customer facing information related to iptables, tcpdump, WireShark, NMAP, vulnerability scans.
• Experience with administration and operational responsibilities with VMware, or other virtualization technologies.
• Previous work experience with FireMon User Interface and configuration.
• Advanced Linux & Firewall logs troubleshooting and analysis.
• Beginner scripting knowledge (BASH, Perl, Python, PHP).
• Previous technical support call center or help desk experience.
• Additional information
• What it Takes to be Part of the FireMon Team
• FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers. Our customers have unique and complex security problems that are difficult to solve. This doesn’t intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today.
• FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Additional information