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Customer Support Engineer

FireMon· Customer Experience – Product Support
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RemoteFull-timePosted 4d ago

About the role

Fully remote Customer Support Engineer role supporting FireMon products with strong technical knowledge and customer service skills, including researching and documenting solutions, triaging and reproducing issues, and participating in 24/7 follow-the-sun coverage.

Responsibilities

  • Manage multiple tickets and prioritize ticket responses based on urgency.
  • Demonstrate strong critical thinking and self-driven research using FireMon and external resources.
  • Contribute to projects and tasks as delegated by management as part of professional development.
  • Triage, troubleshoot and reproduce customer issues in labs to resolve product issues for partners and customers.
  • Enhance FireMon services to meet partners’ and customers’ business needs through knowledge sharing and team collaboration.
  • Support on-call shifts for production-down issues with on-call payments.
  • Shifts may vary and require flexibility throughout the year depending on customer support needs.

Qualifications

  • Familiarity with administering Cisco, Palo Alto, Juniper, Checkpoint, and Fortinet products.
  • Technical certifications such as Cisco, Microsoft, Linux, Network or Security+, or a computer science/cyber security degree, or enrollment in related program.
  • Experience and knowledge of Network Security, Firewall, Linux, and/or Endpoint Vendors.
  • Knowledge of OSI model, Linux file system, network security compliance, firewall packet handling, syslog, and intermediate firewall administration.
  • Excellent written and verbal communication skills; strong organizational skills.
  • Strong decision-making and problem-solving abilities; capable of multi-tasking in a fast-paced environment.
  • Proven researcher and self-starter.
  • Experience with incident management/tracking systems (Zendesk & Jira) or other CRM.
  • Intermediate networking knowledge (OSI model, NAT/PAT, TCP/UDP, HTTP).
  • Experience researching and identifying solutions in log files across Firewall, Unix/Linux, Windows event logs.

Skills

Required:Ticket management and prioritizationTechnical troubleshooting and reproductionCustomer service excellenceResearch and documentationNetworking fundamentalsIncident management / CRM tools

Benefits

  • On-call payments for production-down issues.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About FireMon

Firewall Policy Management Software | FireMon

FireMon's firewall policy management platform provides real-time visibility and control over your hybrid IT environment.

firewall policy managementcloud securitycyber asset management
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