Remote Network Security Support Engineer

Comparably, Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

FireMon is hiring a Customer Support Engineer for fully remote work in the United States. You will engage with customers via chat, email, and phone to resolve technical issues across FireMon products.

This role requires strong research, documentation, and customer service skills, with on‑call duties and 24/7 coverage. Responsibilities include triaging and resolving tickets, documenting steps, and collaborating across teams to improve service quality.

Qualifications

• Familiarity with Cisco, Palo Alto, Juniper, Checkpoint, Fortinet products.
• Strong research and self‑driven learning with empathy in customer interactions.
• Experience with incident management tracking systems Zendesk & Jira.
• Excellent written and verbal communication; strong multitasking in a fast pace.
• Technical certifications or degrees in CS, cybersecurity, or related fields.
• Knowledge of OSI model, Linux, and firewall administration.

Responsibilities

• Wow customers by providing best‑in‑class customer service via phone, web, email, and chat.
• Triages, troubleshoots and reproduces customer issues in labs to resolve product issues.
• Owns customer issues through lifecycle up to resolution or escalation.
• Assesses Support Contract status to determine eligibility.
• Investigates resources including internal FireMon docs and external sources.
• Analyzes urgency of tickets and routes them per process.
• Demonstrates technical knowledge within 90 days via onboarding plan.
• Engages in ongoing personal development with annual certifications.
• Supports 24/7 follow‑the‑sun coverage; on‑call payments are provided.

Skills

Network Security

Linux

Firewall

Customer Service

Research

Documentation

Communication

Troubleshooting

On-call support

Time management

Empathy

Ability to learn quickly

Incident management

CRM proficiency

OSI model knowledge

Tools

Zendesk

Jira

Job description

FireMon is hiring a Customer Support Engineer for fully remote work in the United States. You will engage with customers via chat, email, and phone to resolve technical issues across FireMon products.

This role requires strong research, documentation, and customer service skills, with on‑call duties and 24/7 coverage. Responsibilities include triaging and resolving tickets, documenting steps, and collaborating across teams to improve service quality.