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Customer Support Engineer III-Remote

Company: FireMon, LLC
Location: Denver
Posted on: February 25, 2021

Job Description:

As a thought leader in a space we invented, 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. Description THIS ROLE CAN BE LOCATED ANYWHERE IN THE US The Customer Support Engineer III will leverage strong technical skills and equally strong customer service skills to confidently lead partners and customers through diagnosis and resolution of complex problems with a high degree of customer satisfaction. You will provide training to FireMon partners and customers so they can better understand the usage of our products and services. About the Role

  • Effectively manage multiple issues, accurately prioritize tickets, and manage issues to ensure timely resolution through established incident and problem management practices.
  • Perform initial research, prioritization, and troubleshooting of Incidents and/or Service Requests.
  • Situational awareness of the dependency on business impact and urgency in determining priority levels of service tickets.
  • Exercise critical thinking and independent judgment in selecting troubleshooting methods and techniques to mitigate issues
  • Provide effective incident resolution with enthusiastic customer service
  • Acquire new knowledge through operational experience
  • Document operational experience as knowledge base articles
  • Document issues which result in negative partner and customer experiences
  • Guide and train partners and customers on advanced usage of the FireMon user interface and services
  • Be a single point of contact for partners and customers with outstanding critical issues
  • Enhance FireMon services to meet partners' and customers' business needs Required Skills and Experience
    • Bachelor's Degree in Information Technology or other related field, or a relevant technical certification OR relevant experience
    • 5+ years of advanced technical support experience
    • Strong problem solving and critical thinking skills
    • Strong verbal and written communication skills; excellent customer service skills
    • Flexible working hours and able to work on call if necessary
    • Experience with incident management tracking systems Zendesk & Jira (Case or Ticket Management)
    • Hands on experience with public cloud technology (Amazon Web Services, MS Azure, or other)
    • In-depth technical support experience and solution design with Linux is required
    • Advanced knowledge of Windows systems administration including PowerShell and Registry
    • Advanced knowledge of networking protocols: OSI model, NAT & PAT, TCP/UDP, and HTTP
    • Advanced knowledge of networking appliances: firewalls, WAF, IDS/IPS, switching and routing - including network design best practices
    • Advanced knowledge of server logs: Unix/Linux System logs, Windows Event Logs Preferred Skills and Experience
      • Experience with iptables, tcpdump, WireShark, NMAP, Saint scans
      • Administration and operational responsibilities with VMware, or other virtualization technologies
      • Knowledge of Firemon User Interface and configuration considered a plus
      • Experience with technical writing knowledge base, whitepapers and standard operating procedures
      • Training and presentation experience
      • Bi-lingual in English as primary language and 2nd language in (French, Spanish, Italian or German)
      • Scripting experience (BASH, Perl, Python, PHP)
      • Technical certifications ITIL Foundations, Cisco, Microsoft, Linux, and/or Security 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 1,700 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. EEO/AA/Minorities/Females/Disabled/Veterans

Keywords: FireMon, LLC, Denver , Customer Support Engineer III-Remote, Engineering , Denver, Colorado

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