HAPPY FACE TRAVELS

Bilingual Customer Support Engineer At FireMon

Job Description/Overview:

Job Title: Bilingual Customer Support Engineer  

Location: Canada (Fully Remote)

Competitive salary based on experience and geographical location.

Employer: FireMon:

 

As a thought leader in the NSPM space, FireMon is paving the way in the cybersecurity industry across the globe. At FireMon, you’ll find a disruptive, cutting-edge environment where being proactive is rewarded, and each day offers innovative challenges. You’ll have the opportunity to voice your ideas, collaborate across departments, and make a significant impact on the product and business.

 

About the Role:

The Customer Support Engineer will leverage technical awareness, research skills, and customer service abilities to provide technical support for FireMon products. Responsibilities include managing tickets, troubleshooting issues, and contributing to projects as part of professional development. This role supports a 24/7 “follow the sun” coverage model, requiring flexibility and on-call shifts.

 

Key Responsibilities:

– Manage multiple support tickets, prioritize based on urgency, and provide best-in-class customer service via chat, email, and phone.

– Demonstrate critical thinking and research skills to resolve technical issues.

– Enhance FireMon services through knowledge sharing and team collaboration.

– Triage, troubleshoot, and reproduce customer issues in labs.

– Handle on-call shifts for production-down issues with associated payments.

– Maintain and update documentation and contribute to professional development projects.

 

Qualifications Needed:

– Bilingual in English and Spanish.

– Experience with Cisco, Palo Alto, Juniper, Checkpoint, or Fortinet products.

– Technical certifications such as Cisco, Microsoft, Linux, Network+ or a degree in computer science or cybersecurity.

– Knowledge of Network Security, Firewall, Linux, and OSI model.

– Experience with Zendesk & Jira, networking protocols, and log file analysis.

– Strong communication, decision-making, problem-solving, and time management skills.

 

Additional Skills:

– Experience with iptables, tcpdump, WireShark, NMAP, VMware, or FireMon User Interface.

– Scripting knowledge (BASH, Perl, Python, PHP) is a plus.

– Previous technical support experience is advantageous.

– Competitive salary based on experience and geographical location.

– On-call shift payments.

– Benefits include personal learning and development budget, annual compensation review, recognition rewards, annual leave, and an Employee Assistance Programme.

Additional Information:

– This is a remote position with flexible shifts.

– FireMon is an equal opportunity employer and prohibits discrimination and harassment of any type.

 

Who Can Apply:

– Open to candidates who meet the qualifications and are interested in a remote, flexible work environment.

For more information about our company and other career opportunities, please visit our website

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