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Customer Support Engineer

10 hours, 26 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Bash Cisco CRM Fortinet HTTP JIRA Linux Network Security Nmap Perl PHP Python Unix Wireshark
Apply Now
FireMon.com

FireMon.com

FireMon.com specializes in enterprise security management by providing a proactive Security Intelligence Platform that helps organizations identify and mitigate network security risks, optimize firewall policies, and automate compliance processes in re...

Professional Services
201-500
Founded 2004
$40M raised
View All Jobs 10

Description

  • Manage and prioritize multiple customer support tickets based on urgency.
  • Provide customer support via phone, web, email, chat, and meeting software.
  • Own customer issues through resolution or escalation to advanced solutions engineers.
  • Triage, troubleshoot, and reproduce product issues in lab environments.
  • Research issues using internal and external resources and document findings.
  • Assess support contract status to determine customer eligibility for support.
  • Analyze ticket urgency, route cases appropriately, and follow established ticket-handling processes.
  • Collaborate with teammates and share knowledge to improve services for partners and customers.
  • Participate in projects and professional-development tasks assigned by management.
  • Provide on-call coverage for customer production-down issues and work shifts as needed for 24/7 support.

Requirements

  • Experience administering Cisco, Palo Alto, Juniper, Check Point, and/or Fortinet products.
  • Knowledge of network security, firewalls, Linux, endpoint vendors, and intermediate firewall administration.
  • Understanding of the OSI model, NAT/PAT, TCP/UDP, HTTP, firewall packet handling, syslog, Linux file systems, and network security compliance.
  • Experience researching and identifying solutions through firewall, Unix/Linux, and Windows event logs.
  • Experience with ticketing or incident-management systems such as Zendesk, Jira, or other CRM platforms.
  • Excellent written and verbal communication, organization, time management, problem-solving, decision-making, and multitasking skills.
  • Ability to manage customer expectations, follow support processes, conduct independent research, and act on feedback.
  • Technical certification in Cisco, Microsoft, Linux, Network+, or Security+; a computer science or cybersecurity degree; or current enrollment in a related technical program.
  • Ability to complete 30/60/90-day onboarding proficiency assessments and pursue ongoing annual training or certifications.
  • Experience with iptables, tcpdump, Wireshark, Nmap, vulnerability scans, VMware or other virtualization platforms, FireMon UI/configuration, advanced Linux and firewall log analysis, scripting languages, or technical support/help desk environments (preferred).

Benefits

  • Fully remote position.
  • On-call payments for production-down support coverage.
  • Ongoing professional development through projects, certifications, and education.
  • Equal employment opportunity and non-discrimination protections.

Interested in this position?

Apply directly on the company website

Apply Now

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