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FireMon is seeking a Customer Support Engineer to provide technical support for its Network Security Policy Control platform. The role involves managing customer issues across multiple channels (chat, email, phone, video) with a focus on technical troubleshooting and resolution.
Key Responsibilities:
- Manage and prioritize multiple support tickets based on urgency
- Triage, troubleshoot, and reproduce customer issues in lab environments
- Independently investigate technical problems using FireMon and external resources
- Provide first-line support with escalation to advanced solutions engineers when needed
- Participate in 24/7 "follow the sun" coverage model with on-call shifts and on-call compensation
- Contribute to knowledge sharing and team collaboration to enhance customer services
- Work flexible shifts as determined by customer support leadership
- Demonstrate technical proficiency through a 30/60/90-day onboarding plan
- Pursue ongoing professional development through certifications and education
The role emphasizes strong critical thinking, self-driven research, excellent communication (written and verbal), and the ability to manage customer expectations while translating complex technical issues into appropriate support processes.
Required Skills and Experience:
- Hands-on experience administering Cisco, Palo Alto, Juniper, Checkpoint, or Fortinet firewalls
- Technical certification (Cisco, Microsoft, Linux, Network+, Security+) or relevant degree (computer science, cybersecurity) or current enrollment in such program
- Demonstrated knowledge of network security, firewalls, Linux, and endpoint vendors
- Strong understanding of OSI model, Linux file systems, network security compliance, firewall packet handling, and syslog
- Intermediate-level firewall administration skills
- Experience with incident management/ticketing systems (Zendesk, Jira, or similar CRM)
- Intermediate knowledge of networking protocols (OSI model, NAT/PAT, TCP/UDP, HTTP)
- Ability to research and identify solutions in firewall logs, Unix/Linux system logs, and Windows Event Logs
- Excellent organizational, time management, and decision-making skills
- Fast learner who accepts and acts on critical feedback
- Expert researcher and self-starter mentality
Preferred Skills and Experience:
- Experience with iptables, tcpdump, Wireshark, NMAP, and vulnerability scanning
- VMware or other virtualization platform administration
- Prior experience with FireMon UI and configuration
- Advanced Linux and firewall log troubleshooting
- Beginner-level scripting (BASH, Perl, Python, PHP)
- Previous technical support, call center, or help desk experience
