Customer Support Engineer

🕒 October 14

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 27 days.
• Jobs at this company usually fill in 53 days.
• No salary listed.

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FireMon

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $40M Debt Financing on 2020-08

Consulting • Healthcare • Logistics

FireMon is a leading provider of security solutions focused on firewall policy management, cloud security operations, and cyber asset discovery and identification. The company offers a range of products that streamline security operations and automate workflows, helping organizations manage risks, enforce compliance, and detect and mitigate threats in both cloud and firewall environments. With over 20 years of experience, FireMon serves diverse industries such as healthcare, financial services, retail, manufacturing, and technology. Its solutions are designed to increase visibility, reduce risk, and manage changes across hybrid network policies.

📋 Description

• Manage multiple tickets and prioritize responses based on urgency • Conduct critical thinking and self-directed research using FireMon and external resources throughout the ticket lifecycle • Contribute to delegated projects and tasks as part of professional development • Triage, troubleshoot, and reproduce customer issues in labs • Enhance FireMon services through knowledge sharing and team collaboration • Participate in 24/7 follow-the-sun coverage and on-call support for production-down issues • Work varying shifts and maintain flexibility based on customer support needs • Provide customer service and technical support by telephone, web, email, and chat • Demonstrate empathy when appropriate • Own customer issues through resolution or escalation • Assess support contract status to determine eligibility • Investigate internal and external resources • Analyze, evaluate, and determine urgency of reported support tickets • Translate and route support tickets according to established processes • Demonstrate technical proficiency through a 30/60/90-day onboarding plan • Escalate unresolved technical issues to an advanced solutions engineer

🎯 Requirements

• Familiarity and experience administering Cisco, Palo Alto, Juniper, Check Point, and Fortinet products • Ability to learn quickly and act on critical feedback • Ability to follow customer support processes and procedures • Technical certifications such as Cisco, Microsoft, Linux, Network or Security+, a computer science degree, a cybersecurity degree, or current enrollment in a computer science or cybersecurity program at a technical college • Experience and knowledge of network security, firewalls, Linux, and/or endpoint vendors • Knowledge of the OSI model, Linux file system, network security industry compliance, firewall packet handling, syslog, and intermediate-level firewall administration • Excellent written and verbal communication and organizational skills • Decision-making and problem-solving capability; efficient multitasking in a fast-paced, constantly evolving environment • Expert research and self-starter abilities • Experience with incident management tracking systems such as Zendesk and Jira, or other CRM • Intermediate knowledge of networking protocols including OSI model, NAT/PAT, TCP/UDP, and HTTP • Intermediate experience researching and identifying solutions in firewall, Unix/Linux, and Windows event logs • Ability to manage and realign customer expectations around product functionality • Strong time management skills • Ability to identify and understand FireMon ecosystem components and investigate appropriate log files • Ability to work any shift deemed necessary by customer support leadership • Preferred: experience with iptables, tcpdump, Wireshark, Nmap, and vulnerability scans • Preferred: VMware or other virtualization technology administration and operations experience • Preferred: FireMon user interface and configuration experience • Preferred: advanced Linux and firewall log troubleshooting and analysis • Preferred: beginner scripting knowledge in Bash, Perl, Python, or PHP • Preferred: previous technical support call center or help desk experience

🏖️ Benefits

• On-call payments provided • Ongoing personal development through additional certification and education on an annual basis • Full-time employment • Fully remote work arrangement

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