Bilingual Customer Support Engineer

Firemon - Remote, OR

Full-time - Entry Level

Onsite - Remote, OR

Publishing Industries

About the position

The Customer Support Engineer at FireMon is responsible for providing exceptional technical support to customers, leveraging strong technical awareness and customer service skills. This fully remote position involves engaging with customers through various communication channels to resolve issues related to FireMon products. The role requires managing multiple support tickets, demonstrating critical thinking, and collaborating with team members to enhance service delivery. The engineer will also participate in on-call shifts to address urgent customer issues, ensuring a high level of service in a 24/7 support environment.

Responsibilities

• Provide best-in-class customer service and support via telephone, web, email, and chat.
• Manage multiple support tickets and prioritize responses based on urgency.
• Demonstrate empathy and ownership of customer issues throughout the ticket lifecycle.
• Investigate resources to resolve customer issues, including internal and external sources.
• Analyze and determine the urgency of customer-reported support tickets.
• Translate and route support tickets appropriately, following established processes.
• Complete a 30/60/90-day onboarding plan to demonstrate technical knowledge.
• Engage in ongoing personal development through certifications and education.

Requirements

• Bilingual in English and Spanish.
• Experience with Cisco, Palo Alto, Juniper, Checkpoint, and Fortinet products.
• Ability to accept and act on critical feedback as a fast learner.
• Technical certifications such as Cisco, Microsoft, Linux, Network or Security +, or a degree in computer science or cybersecurity.
• Knowledge of Network Security, Firewall, Linux, and/or Endpoint Vendors.
• Understanding of the OSI model, Linux file system, and firewall packet handling.
• Excellent written and verbal communication skills.
• Strong decision-making and problem-solving capabilities.
• Experience with incident management systems like Zendesk & Jira.
• Intermediate knowledge of networking protocols: OSI model, NAT & PAT, TCP/UDP, and HTTP.

Nice-to-haves

• Experience with iptables, tcpdump, WireShark, NMAP, and vulnerability scans.
• Familiarity with VMware or other virtualization technologies.
• Previous experience with FireMon User Interface and configuration.
• Advanced troubleshooting of Linux & Firewall logs.
• Beginner scripting knowledge in BASH, Perl, Python, or PHP.
• Experience in a technical support call center or help desk.

Benefits

• Fully remote work environment.
• On-call payments for customer support shifts.
• Opportunities for professional development and certification.