Customer Support Engineer

FireMon delivers Network Security Policy Control for the Modern Enterprise. Most enterprises run firewalls from multiple vendors alongside cloud security groups and microsegmentation platforms, and no single console can say whether it all works together. We believe policy is the control plane for network security: it defines what the environment should do, and the infrastructure carries it out. FireMon gives security teams one place to see, govern, and prove that their policy is doing what they intend, across on-prem, cloud, and hybrid environments. That mission shapes how we work. At FireMon, being proactive is rewarded, and your work has a direct line to the product our customers rely on and to the success of the business. You’ll share ideas, collaborate across departments, and learn parts of the company beyond your own role. THIS POSITION IS FULLY REMOTE AND NOT BASED WITHIN A FIREMON OFFICE The Customer Support Engineer will leverage strong technical awareness, research skills, and equally strong customer service skills. You will be responsible for engaging with customers via chat, meeting software, email, and phone to work toward a technical resolution of FireMon products. Due to the complexity and breadth of the FireMon products supported, strong research and documentation skills are key to success in this role. For technical issues that cannot be resolved the Customer Support Engineer will follow documented processes to prepare and escalate the ticket to an advanced so