Customer Support Engineer

FireMon; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

On-call payments

Job summary

FireMon is hiring a Customer Support Engineer for a fully remote role. You will engage with customers via chat, email, phone, and web to drive technical resolutions across FireMon products.

The role demands strong research and documentation skills, plus an on-call rotation with additional on-call compensation. You will triage, troubleshoot, and reproduce issues in labs, escalate when needed, and contribute to knowledge sharing to meet partners’ needs.

Qualifications

• Familiarity with Cisco, Palo Alto, Juniper, Checkpoint and Fortinet products.
• Fast learner with ability to take and act on feedback.
• Follow customer support processes and procedures.
• Certifications in Cisco, Microsoft, Linux, Network or Security+, or CS/cybersecurity studies.
• Experience with Network Security, Firewall, Linux, or Endpoint Vendors.
• Knowledge of OSI model, Linux file system, firewall concepts, logs and security practices.
• Excellent written and verbal communication, and strong organization.
• Sound decision making and problem solving in a fast paced environment.
• Researcher and self-starter with initiative.
• Experience with Zendesk & Jira (ticket management).
• Intermediate networking knowledge: OSI, NAT/PAT, TCP/UDP, HTTP.
• Experience parsing logs for multiple systems and troubleshooting.
• Ability to manage customer expectations around product functionality.
• Strong time management and multi-tasking skills.
• Identify FireMon ecosystem components and relevant log files for issues.

Responsibilities

• Wow customers via phone, web, email, and chat with best-in-class service.
• Demonstrate empathy and own issues through resolution or escalation.
• Assess Support Contract status for eligibility and scope.
• Investigate resources, including internal FireMon materials and external sources.
• Prioritize tickets by urgency and manage lifecycle to resolution.
• Collaborate to enhance FireMon services and share knowledge.
• Be part of 24/7 follow-the-sun coverage with on-call rotations.

Skills

Customer service excellence

Strong communication

Problem solving

Time management

Self-driven researcher

Team collaboration

Education

Computer science degree

Cyber security degree

Tools

Zendesk

Jira

Job description

FireMon delivers Network Security Policy Control for the Modern Enterprise.

Most enterprises run firewalls from multiple vendors alongside cloud security groups and microsegmentation platforms, and no single console can say whether it all works together. We believe policy is the control plane for network security: it defines what the environment should do, and the infrastructure carries it out. FireMon gives security teams one place to see, govern, and prove that their policy is doing what they intend, across on-prem, cloud, and hybrid environments.

That mission shapes how we work. At FireMon, being proactive is rewarded, and your work has a direct line to the product our customers rely on and to the success of the business. You’ll share ideas, collaborate across departments, and learn parts of the company beyond your own role.

THIS POSITION IS FULLY REMOTE AND NOT BASED WITHIN A FIREMON OFFICE

The Customer Support Engineer will leverage strong technical awareness, research skills, and equally strong customer service skills. You will be responsible for engaging with customers via chat, meeting software, email, and phone to work toward a 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. For technical issues that cannot be resolved the Customer Support Engineer will follow documented processes to prepare and elevate the ticket to an advanced solutions engineer.

About the role

• 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.
• Your shift is a crucial component to the 24/7 "follow the sun" coverage provided by our team. This position will cover an on‑call shift for our customers facing production‑down issues. On‑call payments will be provided.
• Shifts may vary and require flexibility throughout the year depending on customer support needs. An applicant applying for this role should be able to work any shift deemed necessary by customer support leadership.

Responsibilities

• "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.
• Demonstrate technical knowledge through assessments showing proficiency within the first 90 days by completing a 30/60/90-day onboarding plan.
• Ongoing personal development through completion of additional certification and education on an annual basis.

Required Skills and Experience

• 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.

Preferred Skills and Experience

• 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.

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.

FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.