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Customer Support Engineer
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Full-time
Remote
- THIS POSITION IS FULLY REMOTE AND NOT BASED WITHIN A FIREMON OFFICEThe Customer Support Engineer will leverage strong technical awareness, research skills, and equally strong customer service skills.
- For technical issues that cannot be resolved the Customer Support Engineer will follow documented processes to prepare and escalate the ticket to an advanced solutions engineer.
- 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.
- 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.
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