The ideal Technical Support Engineer will demonstrate an aptitude for learning new technologies, evidenced by the ability to expand upon core knowledge. S/he should be highly analytical with the ability to derive facts quickly, methodically, and accurately.
This is a remote customer facing role where the Technical Support Engineer will work to solve product and network problems of low to high complexity and act as a focal point for Customer network problem resolution.
As the Technical Support Engineer, you must be able to effectively configure and utilize complex lab setups to duplicate and solve Customer reported problems.
Serve as first contact for technical support issues.
Individuals will be responsible for responding to new customer support cases via phone email and chat
Use their skills to troubleshoot and accurately document customer issues. Understand customer systems and configuration, identify problems and recommend solutions.
Providing regular communication to the customer in a timely and professional manner.
Contribute to Support Documentation and Knowledge base articles
Effectively manage cases and escalate to Level 2 or Level 3 where necessary
Participate in on-going training with FireEye products and related technologies
3 + years’ 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, including technical concepts and terminology. Multiple language skills a plus.