FireMon is hiring a
Customer Support Engineer in Canada

Summary

The job description is for a Customer Support Engineer position at FireMon, a cybersecurity company. The role is fully remote and requires the employee to engage with customers via various channels to resolve technical issues related to FireMon products. The employee will be expected to manage multiple tickets, demonstrate strong research skills, and contribute to projects as delegated by management.

Requirements

• 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
• Demonstrated knowledge of Network Security, Firewall, Linux, and/or Endpoint Vendors
• 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

Responsibilities

• Engage with customers via chat, meeting software, email, and phone to work toward a technical resolution of FireMon products
• 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
• Cover an on-call shift for our customers facing production-down issues. On-call payments will be provided

Preferred Qualifications

• 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