FireMon

Support Engineer

• Manage multiple tickets and prioritize responses based on urgency
• Conduct critical thinking and self-directed research using FireMon and external resources throughout the ticket lifecycle
• Contribute to delegated projects and tasks as part of professional development
• Triage, troubleshoot, and reproduce customer issues in labs
• Enhance FireMon services through knowledge sharing and team collaboration
• Participate in 24/7 follow-the-sun coverage and on-call support for production-down issues
• Work varying shifts and maintain flexibility based on customer support needs
• Provide customer service and technical support by telephone, web, email, and chat
• Demonstrate empathy when appropriate
• Own customer issues through resolution or escalation
• Assess support contract status to determine eligibility
• Investigate internal and external resources
• Analyze, evaluate, and determine urgency of reported support tickets
• Translate and route support tickets according to established processes
• Demonstrate technical proficiency through a 30/60/90-day onboarding plan
• Escalate unresolved technical issues to an advanced solutions engineer

Explore Customer Support Engineer at FireMon. Review requirements and application details.