Remote opportunity at
FireMonCustomer Support Engineer
FireMon offers network security policy management solutions spanning on-premises, cloud, and hybrid environments. The organization is seeking a remote Customer Support Engineer to assist clients and…
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About This Role
FireMon offers network security policy management solutions spanning on-premises, cloud, and hybrid environments. The organization is seeking a remote Customer Support Engineer to assist clients and partners through multiple communication channels, including phone, email, chat, and virtual meetings. This fully remote position operates within a 24/7 follow-the-sun coverage model, which includes handling on-call shifts for production-down issues. In this role, the successful candidate will manage incoming tickets, triage technical problems,…
Job Description
FireMon offers network security policy management solutions spanning on-premises, cloud, and hybrid environments. The organization is seeking a remote Customer Support Engineer to assist clients and partners through multiple communication channels, including phone, email, chat, and virtual meetings. This fully remote position operates within a 24/7 follow-the-sun coverage model, which includes handling on-call shifts for production-down issues.
In this role, the successful candidate will manage incoming tickets, triage technical problems, replicate issues inside laboratory environments, and investigate available internal and external resources to reach a resolution. When issues require advanced intervention, the engineer will prepare and escalate tickets according to established procedures. Additionally, the individual will complete an onboarding plan within their first 90 days, engage in continuous professional development, and participate in assigned projects and tasks delegated by management.
Responsibilities
- Deliver client support across telephone, web, email, and chat channels
- Own customer issues through the ticket lifecycle to resolution or escalation
- Verify client support contract status to determine eligibility
- Investigate problems using internal and external resources
- Evaluate and categorize the urgency of reported support tickets
- Format and route support tickets according to established handling procedures
- Triage, troubleshoot, and replicate client problems in laboratory environments
- Handle on-call shifts covering production-down issues
- Contribute to tasks and projects assigned by management
Requirements
- Familiarity with administration for Cisco, Palo Alto, Juniper, Checkpoint, or Fortinet products
- Knowledge of network security, firewalls, Linux, or endpoint vendors
- Understanding of the OSI model, Linux file systems, network security compliance, firewall packet handling, syslog, and intermediate firewall administration
- Proficiency with networking protocols including OSI, NAT and PAT, TCP and UDP, and HTTP
- Ability to research and identify solutions within system logs for firewalls, Unix and Linux systems, and Windows event logs
- Experience tracking incidents using CRM or ticket management systems such as Zendesk and Jira
- Written, verbal, organizational, and time management skills
Qualifications
- Possession of a technical certification in Cisco, Microsoft, Linux, Network+, or Security+
- Completion of or current enrollment in a computer science or cybersecurity degree program at a technical college
- Experience analyzing iptables, tcpdump, Wireshark, NMAP, or vulnerability scans
- Background in virtualization administration with VMware or other technologies
- Prior work experience utilizing the FireMon user interface and configuration
- Advanced troubleshooting skills for Linux and firewall logs
- Beginner scripting knowledge in BASH, Perl, Python, or PHP
- Previous technical support experience in a call center or help desk environment
Core Skills
Benefits
- On-call payments provided for production-down shifts
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this position is fully remote and not based within a FireMon office.
What are the working hours for this role?
The role operates on a shift basis as part of a 24/7 follow-the-sun coverage model and includes covering on-call shifts for production-down issues. Shifts may vary and require flexibility throughout the year.
What is the employment type?
The posting specifies that this is a full-time employment opportunity.
What is the salary for this position?
The posting does not specify a salary for this role.
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