Customer Support Engineer
New
F
FireMonNetwork security
USA, RemoteFull-Time
SalaryOn-call payments will be provided.
Apply NowOpens the employer's application page
Job Details
- Required Skills
- CiscoJiraLinuxZendesk
Requirements
- Have familiarity and experience administering Cisco, Palo Alto, Juniper, Check Point, or Fortinet products.
- Have knowledge of network security, firewalls, Linux, and/or endpoint vendors.
- Demonstrate knowledge of the OSI model, Linux file systems, network security industry compliance, firewall packet handling, syslog, and intermediate firewall administration.
- Have intermediate knowledge of networking protocols, including NAT and PAT, TCP/UDP, and HTTP.
- Have experience researching and identifying solutions in firewall, Unix/Linux, and Windows Event logs.
- Have experience with Zendesk, Jira, or another CRM or ticket management system.
- Hold a technical certification in Cisco, Microsoft, Linux, networking, or Security+, have a relevant computer science or cybersecurity degree, or be enrolled in a related technical college program.
- Be able to follow customer support processes and procedures and manage customer expectations around product functionality.
- Demonstrate strong research, critical thinking, decision-making, problem-solving, time-management, and organizational skills.
- Be able to work any shift required by customer support leadership and cover on-call shifts for production-down issues.
Responsibilities
- Manage multiple tickets and prioritize responses based on urgency.
- Triage, troubleshoot, and reproduce customer issues in labs to resolve product problems.
- Investigate issues using internal and external resources, including relevant log files.
- Own customer issues throughout the ticket lifecycle through resolution or escalation.
- Assess support contract status to determine customer support eligibility.
- Analyze the urgency of reported support tickets and route them using established processes.
- Support customers by telephone, web, email, and chat.
- Complete the 30/60/90-day onboarding plan and pursue annual certification and education.
View Full Description & ApplyYou'll be redirected to the employer's site
