Bilingual Customer Support Engineer

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As a thought leader in the NSPM space 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.

THIS POSITION IS FULLY REMOTE AND NOT BASED WITHIN A FIREMON OFFICE

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 a 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 our 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

• Bilingual in English and Spanish

• 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 & 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 & 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 & 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 & Firewall logs troubleshooting and analysis.

• Beginner scripting knowledge (BASH Perl Python PHP).

• Previous technical support call center or help desk experience.

What it Takes to be Part of the FireMon Team

FireMon 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 1700 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 all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.