Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee multiple tickets and prioritize responses according to urgency

• Engage in critical thinking and independent research utilizing FireMon and other external resources throughout the ticket lifecycle

• Participate in assigned projects and tasks as part of your professional growth

• Triage, troubleshoot, and replicate customer issues in laboratory settings

• Improve FireMon services by sharing knowledge and collaborating with the team

• Take part in 24/7 follow-the-sun coverage and provide on-call support for production-down incidents

• Adapt to varying shifts and maintain flexibility in response to customer support requirements

• Deliver customer service and technical support via phone, web, email, and chat

• Exhibit empathy when appropriate

• Take ownership of customer issues until resolution or escalation

• Evaluate support contract status to establish eligibility

• Investigate both internal and external resources

• Analyze, assess, and determine the urgency of reported support tickets

• Translate and route support tickets in accordance with established processes

• Show technical proficiency through a 30/60/90-day onboarding plan

• Escalate unresolved technical issues to an advanced solutions engineer

⛳️ Requirements

• Familiarity and experience with administering Cisco, Palo Alto, Juniper, Check Point, and Fortinet products

• Ability to learn rapidly and act upon constructive feedback

• Adherence to customer support processes and procedures

• Technical certifications such as Cisco, Microsoft, Linux, Network or Security+, a degree in computer science or cybersecurity, or current enrollment in a computer science or cybersecurity program at a technical college

• Experience and knowledge in network security, firewalls, Linux, and/or endpoint vendors

• Understanding of the OSI model, Linux file system, network security industry compliance, firewall packet handling, syslog, and intermediate-level firewall administration

• Exceptional written and verbal communication as well as organizational skills

• Decision-making and problem-solving abilities; efficient multitasking in a dynamic, fast-paced environment

• Expert research skills and a self-starter attitude

• Experience with incident management tracking systems such as Zendesk and Jira, or other CRM platforms

• Intermediate knowledge of networking protocols including OSI model, NAT/PAT, TCP/UDP, and HTTP

• Intermediate experience in researching and identifying solutions in firewall, Unix/Linux, and Windows event logs

• Ability to manage and realign customer expectations regarding product functionality

• Strong time management capabilities

• Ability to identify and comprehend FireMon ecosystem components and investigate relevant log files

• Willingness to work any shift required by customer support leadership

• Preferred: experience with iptables, tcpdump, Wireshark, Nmap, and vulnerability scans

• Preferred: experience in VMware or other virtualization technology administration and operations

• Preferred: familiarity with FireMon user interface and configuration

• Preferred: advanced troubleshooting and analysis of Linux and firewall logs

• Preferred: basic scripting knowledge in Bash, Perl, Python, or PHP

• Preferred: prior experience in a technical support call center or help desk environment

🏝️ Benefits

• On-call payments are provided

• Ongoing personal development through additional certification and education on an annual basis

• Full-time employment

• Fully remote work arrangement