Customer Support Engineer
Job Summary
Providing exceptional customer support, the full-time Customer Support Engineer will engage with clients remotely to resolve technical issues related to FireMon products, utilizing strong research and documentation skills while managing multiple support tickets.
Key responsibilities
- Wow customers by delivering best-in-class support through various communication channels
- Analyze and prioritize customer support tickets based on urgency and ownership throughout the ticket lifecycle
- Triage and troubleshoot customer issues, collaborating with internal resources and escalating when necessary
Required qualifications
- Experience administering Cisco, Palo Alto, Juniper, Checkpoint, or Fortinet products
- Technical certifications in networking or cybersecurity, or enrollment in a related degree program
- Demonstrated knowledge of network security, firewall administration, and the OSI model
- Experience with incident management systems like Zendesk or Jira
- Strong research skills and ability to manage customer expectations effectively
Complete Job Description
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