Technical Support Engineer

FireMon   •  

Overland Park, KS

Industry: Technology


Less than 5 years

Posted 28 days ago


About the Position:

The Technical Support Engineer 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.

  • 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 Skills and Experience:

  • 3-5+ years of technical supportexperience
  • 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 (Case or Ticket Management)
  • In-depth technical supportexperience and solution design with Linux is required
  • Knowledge of Windows systems administration including PowerShell and Registry
  • Knowledge of networking protocols: OSI model, NAT & PAT, TCP/UDP, and HTTP
  • Knowledge of networking appliances: firewalls, WAF, IDS/IPS, switching and routing – including network design best practices
  • Knowledge of server logs: Unix/Linux System logs, Windows Event Logs