Customer Support Engineer III-Remote

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Posted 10 days ago United States Salary undisclosed
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Job Description

About FireMonAs a thought leader in a space we invented, FireMon is paving the way in the cybersecurity industry across the globe. At FireMon, you'll find a disruptive, cutting-edge environment. It's a place where being proactive is rewarded and each day is more innovative than the last. This drive permeates everything we do - from how we develop our products to how we engage with our customers and how we get things done.One of the biggest benefits of working with a groundbreaking company like FireMon, is the huge impact employees have on the overall product and business. Each person's work directly affects the outcome of the finalized product and success of the business. Additionally, you can voice your ideas and collaborate across departments to learn new aspects of the company. Since we are securely backed by some of the savviest investors in the industry, you get the security of an established organization but at the same time get to experience the agility and autonomy of a smaller company.DescriptionTHIS ROLE CAN BE LOCATED ANYWHERE IN THE USThe Customer Support Engineer will leverage strong technical skills and equally strong customer service skills to confidently lead partners and customers by diagnosing and resolving complex problems with a high degree of customer satisfaction. You will provide training to FireMon partners and customers to better understand the usage of our products and services.About the RoleEffectively manage multiple issues, accurately prioritize tickets, and manage issues to ensure timely resolution through established incident and problem management practices.Perform initial research, prioritization, and troubleshooting of Incidents and/or Service Requests.Situational awareness of the dependency on business impact and urgency in determining priority levels of service tickets.Exercise critical thinking and independent judgment in selecting troubleshooting methods and techniques to mitigate issuesProvide effective incident resolution with enthusiastic customer serviceAcquire new knowledge through operational experienceDocument operational experience as knowledge base articlesDocument issues which result in negative partner and customer experiencesGuide and train partners and customers on advanced usage of the FireMon user interface and servicesBe a single point of contact for partners and customers with outstanding critical issuesEnhance FireMon services to meet partners' and customers' business needsRequired Skills and ExperienceBachelor's Degree in Information Technology or another related field, or a relevant technical certification OR relevant experience5 or more years of advanced technical support experienceStrong problem solving and critical thinking skillsStrong verbal and written communication skills; excellent customer service skillsFlexible working hours and able to work on-call if necessaryExperience with incident management tracking systems Zendesk & Jira (Case or Ticket Management)Hands-on experience with public cloud technology (Amazon Web Services, MS Azure, or other)In-depth technical support experience and solution design with Linux is requiredAdvanced knowledge of Windows systems administration, including PowerShell and RegistryAdvanced knowledge of networking protocols: OSI model, NAT & PAT, TCP/UDP, and HTTPAdvanced knowledge of networking appliances: firewalls, WAF, IDS/IPS, switching, and routing - including network design best practicesAdvanced knowledge of server logs: Unix/Linux System logs, Windows Event LogsPreferred Skills and ExperienceExperience with iptables, tcpdump, WireShark, NMAP, Saint scansAdministration and operational responsibilities with VMware, or other virtualization technologiesKnowledge of Firemon User Interface and configuration considered a plusExperience with technical writing knowledge base, whitepapers and standard operating proceduresTraining and presentation experienceBi-lingual in English as primary language and 2nd language in (French, Spanish, Italian or German)Scripting experience (BASH, Perl, Python, PHP)Technical certifications ITIL Foundations, Cisco, Microsoft, Linux, and/or SecurityWhat it Takes to be Part of the FireMon TeamFireMon 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 applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.