Customer Support Engineer

FireMon

. Manage multiple tickets and prioritize responses based on urgency .

Posted 10/14/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in network security, firewall administration, and customer support processes, with a strong ability to troubleshoot and resolve technical issues efficiently. Proficient in utilizing tools like FireMon and incident management systems to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Network SecurityFirewall AdministrationTechnical SupportIncident ManagementCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Cisco AdministrationPalo Alto AdministrationJuniper AdministrationCheck Point AdministrationFortinet AdministrationLinux ProficiencyOSI Model KnowledgeFirewall Packet HandlingIntermediate Networking ProtocolsScripting Knowledge

Soft Skills

Critical ThinkingEmpathyDecision-MakingProblem-SolvingTime Management

Tools & Technologies

FireMonZendeskJiraTcpdumpWiresharkNmapVMware

Certifications & Qualifications

Cisco CertificationMicrosoft CertificationLinux CertificationNetwork+ CertificationSecurity+ CertificationComputer Science DegreeCybersecurity Degree

Industry Keywords

Customer SupportTechnical SupportIncident ManagementNetwork Security ComplianceFirewall Administration

Tech Stack

Tools & technologies

Cyber SecurityFirewallsLinuxPerlPHPPythonUnixVMware

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Familiarity and experience administering Cisco, Palo Alto, Juniper, Check Point, and Fortinet products
Ability to learn quickly and act on critical feedback
Ability to follow customer support processes and procedures
Technical certifications such as Cisco, Microsoft, Linux, Network or Security+, a computer science degree, a cybersecurity degree, or current enrollment in a computer science or cybersecurity program at a technical college
Experience and knowledge of network security, firewalls, Linux, and/or endpoint vendors
Knowledge of the OSI model, Linux file system, network security industry compliance, firewall packet handling, syslog, and intermediate-level firewall administration
Excellent written and verbal communication and organizational skills
Decision-making and problem-solving capability; efficient multitasking in a fast-paced, constantly evolving environment
Expert research and self-starter abilities
Experience with incident management tracking systems such as Zendesk and Jira, or other CRM
Intermediate knowledge of networking protocols including OSI model, NAT/PAT, TCP/UDP, and HTTP
Intermediate experience researching and identifying solutions in firewall, Unix/Linux, and Windows event logs
Ability to manage and realign customer expectations around product functionality
Strong time management skills
Ability to identify and understand FireMon ecosystem components and investigate appropriate log files
Ability to work any shift deemed necessary by customer support leadership
Preferred: experience with iptables, tcpdump, Wireshark, Nmap, and vulnerability scans
Preferred: VMware or other virtualization technology administration and operations experience
Preferred: FireMon user interface and configuration experience
Preferred: advanced Linux and firewall log troubleshooting and analysis
Preferred: beginner scripting knowledge in Bash, Perl, Python, or PHP
Preferred: previous technical support call center or help desk experience

Benefits

Comp & perks

On-call payments provided
Ongoing personal development through additional certification and education on an annual basis
Full-time employment
Fully remote work arrangement