Customer Support Engineer

FireMon delivers Network Security Policy Control for the Modern Enterprise.

Most enterprises run firewalls from multiple vendors alongside cloud security groups and microsegmentation platforms, and no single console can say whether it all works together. We believe policy is the control plane for network security: it defines what the environment should do, and the infrastructure carries it out. FireMon gives security teams one place to see, govern, and prove that their policy is doing what they intend, across on-prem, cloud, and hybrid environments.

That mission shapes how we work. At FireMon, being proactive is rewarded, and your work has a direct line to the product our customers rely on and to the success of the business. You’ll share ideas, collaborate across departments, and learn parts of the company beyond your own role.

The Customer Support Engineer will leverage strong technical awareness, research skills, and equally strong customer service skills. You will be responsible for engaging with customers via chat, meeting software, email, and phone to work toward a technical resolution of FireMon products. Due to the complexity and breadth of the FireMon products supported, strong research and documentation skills are key to success in this role. For technical issues that cannot be resolved, the Customer Support Engineer will follow documented processes to prepare and escalate the ticket to an advanced solutions engineer.

About the role

• Manage multiple tickets and prioritize ticket responses based on urgency.
• Demonstrate strong critical thinking and self-driven research skills utilizing FireMon and external resources during the lifecycle of the ticket.
• Contribute to projects and tasks as delegated by management as part of professional development.
• Triage, troubleshoot, and reproduce customer issues in labs to resolve product issues for partners and customers.
• Enhance FireMon services to meet partners’ and customers’ business needs through knowledge sharing and team collaboration.
• Your shift is a crucial component to the 24/7 “follow the sun” coverage provided by our team. This position will cover an on-call shift for customers facing production-down issues. On-call payments will be provided.
• Shifts may vary and require flexibility throughout the year depending on customer support needs. An applicant applying for this role should be able to work any shift deemed necessary by customer support leadership.

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 and 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 and 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 and 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 and Firewall logs troubleshooting and analysis.
• Beginner scripting knowledge (BASH, Perl, Python, PHP).
• Previous technical support call center or help desk experience.