Remote Network Security 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 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.