Customer Support Engineer in Overland Park, KS

$100K - $150K(Ladders Estimates)

FireMon   •  

Overland Park, KS 66224

Industry: Information Technology


5 - 7 years

Posted 55 days ago

About the Position:

The Customer Support Specialist will leverage strong technical skills and equally strong customer service skills to confidently lead partners and customers through diagnosis and resolution of complex problems with a high degree of customer satisfaction. You will provide training to FireMon partners and customers so they can better understand the usage of our products and services.

Primary Responsibilities:

Effectively manage multiple issues, accurately prioritize tickets, and manage issues to ensure timely resolution through established incident and problem management practices.

· Perform initial research, prioritization, and troubleshooting of Incidents and/or Service Requests.

· Situational awareness of the dependency on business impact and urgency in determining priority levels of service tickets.

· Exercise critical thinking and independent judgment in selecting troubleshooting methods and techniques to mitigate issues

· Provide effective incident resolution with enthusiastic customer service

· Acquire new knowledge through operational experience

· Document operational experience as knowledge base articles

· Document issues which result in negative partner and customer experiences

· Guide and train partners and customers on advanced usage of the FireMon user interface and services

· Be a single point of contact for partners and customers with outstanding critical issues

· Enhance FireMon services to meet partners' and customers' business needs

Required Qualifications:

Bachelor's Degree in Information Technology or other related field, or a relevant technical certification OR relevant experience

· 5+ years of advanced technical support experience

· Strong problem solving and critical thinking skills

· Strong verbal and written communication skills; excellent customer service skills

· Flexible working hours and able to work on call if necessary

· Experience with incident management tracking systems Zendesk & Jira (Case or Ticket Management)

· Hands on experience with public cloud technology (Amazon Web Services, MS Azure, or other)

· In-depth technical support experience and solution design with Linux is required

· Advanced knowledge of Windows systems administration including PowerShell and Registry

· Advanced knowledge of networking protocols: OSI model, NAT & PAT, TCP/UDP, and HTTP

· Advanced knowledge of networking appliances: firewalls, WAF, IDS/IPS, switching and routing – including network design best practices

· Advanced knowledge of server logs: Unix/Linux System logs, Windows Event Logs

Preferred Qualifications:

Experience with iptables, tcpdump, WireShark, NMAP, Saint scans

· Administration and operational responsibilities with VMware, or other virtualization technologies

· Knowledge of Firemon User Interface and configuration considered a plus

· Experience with technical writing knowledge base, whitepapers and standard operating procedures

· Training and presentation experience

· Bi-lingual in English as primary language and 2nd language in (French, Spanish, Italian or German)

· Scripting experience (BASH, Perl, Python, PHP)

· Technical certifications ITIL Foundations, Cisco, Microsoft, Linux, and/or Security

Valid Through: 2019-10-18