Remote Bilingual Customer Support Engineer

Summary

Join FireMon, a leading cybersecurity company, as a Customer Support Engineer and contribute to the success of our customers. This role involves providing best-in-class customer service, troubleshooting technical issues, and collaborating with teams to enhance services. As a fully remote position, you'll have the flexibility to work from anywhere while being part of a dynamic and innovative environment.

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

Responsibilities

• 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
• 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

Benefits

This position will cover an on-call shift for our customers facing production-down issues. On-call payments will be provided