Vacancy expired!
Job Description
As StaffTechnical Support Engineer you will possess a proven aptitude for learning new technologies and progressing your level of expertise constantly, in a proactive self-driven manner. You will be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer facing role. As a Staff Technical Support Engineer you will work to solve product and network problems of medium to high complexity. You will act as an escalation point for less experienced team members. As a StaffTechnical Support Engineer, you must be able to effectively configure and utilize complex lab setups to duplicate and solve Customer reported problems. Creative problem solving skills, resourcefulness and the ability to work under pressure are key attributes.
What You Will Do:- Responsible for responding to escalated customer support cases via phone email and chat
- Use skills to troubleshoot and accurately document customer issues. Understand customer systems and configuration, identify problems and recommend solutions.
- Provide regular communication to the customer in a timely and professional manner.
- Contribute to Support Documentation and Knowledge base articles,
- Mentor and train less experienced colleagues
- Become a recognized subject matter expert in a FireEye product(s)
- Take ownership of customer issues when escalated by customers, management or Level 2 colleagues. Drive to resolve issues effectively, escalating cases to development teams where necessary
- Participate in the testing of new product builds and releases
- Identify potential product/process weakness, research potential fixes with relevant internal teams and management
- Expect to spend approximately 80% of time troubleshooting customer issues
Qualifications
Requirements:- Experience in the Technical Support field, Support Centre experience an advantage.
- Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.
- Excellent time management and troubleshooting skills
- Eagerness to learn new technologies/skills
- Highly Proficient in Microsoft and Linux Operating Systems to, comfortable working at CLI and having Administration experience.
- Experience of in-depth Log Analysis using command line tools
- Advanced knowledge of networking technologies, internetworking devices and protocols
- Intermediate level knowledge of Firewall, VPN, IDS and related network security design and implementation;
- Must be able to read, write and speak English fluently and idiomatically, including technical concepts and terminology. Multiple language skills a plus.
- Must be eligible to work in the US without sponsorship
- Microsoft or Linux Certified – MCSE
- Cisco Certified - CCNA, CCNP/CCIE a plus
- Firewall, VPN, IDS and related network security design and implementation;
- EMail Security - Adv RFC2822 MX/MTA functionality, Email Security DKIM, SPF, DMARC, Certificates, PKI
- Endpoint security experience, including network design, implementation, and management;
- Security network, and systems related professional certifications are a plus;
- Microsoft Windows, Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience.
- Basic C/C, Java, Ruby, python experience.
Additional Information
At FireEye we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.Vacancy expired!