Bilingual Customer Support Engineer

October 12

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FireMon

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security • firewall • management • software • compliance

201 - 500

💰 $40M Debt Financing on 2020-08

Description

• FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. • The Customer Support Engineer will leverage strong technical awareness, research skills, and equally strong customer service skills. • Engage with customers via chat, meeting software, email, and phone for 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. • Follow documented processes to prepare and escalate the ticket to an advanced solutions engineer.

Requirements

• 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.