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Software Implementation Engineer-Bilingual-Remote

Company: FireMon
Location: Austin
Posted on: November 22, 2021

Job Description:

About FireMon

As a thought leader in a space we invented, FireMon is paving the way in the cybersecurity industry across the globe. At FireMon, you'll find a disruptive, cutting-edge environment. It's a place where being proactive is rewarded and each day is more innovative than the last. This drive permeates everything we do - from how we develop our products to how we engage with our customers and how we get things done.

One of the biggest benefits of working with a groundbreaking company like FireMon, is the huge impact employees have on the overall product and business. Each person's work directly affects the outcome of the finalized product and success of the business. Additionally, you can voice your ideas and collaborate across departments to learn new aspects of the company. Since we are securely backed by some of the savviest investors in the industry, you get the security of an established organization but at the same time get to experience the agility and autonomy of a smaller company.

This role is remote and can be located anywhere in the United States

Technical Services Engineer for Customer Success delivers onsite and remote software and hardware installation services as well as non-development professional services for customers and performs technical triage of concerns escalated from the Customer Success team.

Candidates must be fluent in both English and Spanish.

About the Role

  • Understand Customer Environment
  • Configure and integrate FireMon Products successfully in Customer Environment
  • Train and empower the Customers to use FireMon Products
  • Champion the cause of aggravation or frustration during Customer Experience
  • Be the Go-To person for the customer from buy-in to support Journey
  • Be an expert on FireMon Products by going through the documentation, self-paced training, working sessions of peers, participating in support groups, and contributing to the FireMon Knowledge base.
  • Stay current on all product changes and complete self-directed training on new features as necessary.
  • Perform ongoing research to stay current on products that integrate with FireMon: Firewalls, SIEM solutions, SNOW, Active Directory, LDAP (and more based on what you learn).

    Customer Success Skills:
    • Install the software and optional hardware through online sessions or onsite work.
    • Provide training to end-users to ensure their primary objects for the product purchase are met.
    • Verify that core functionality is operable and troubleshoot any issues that arise.
    • Be able to describe and articulate customer problems in Support tickets and provide all information required from the customer.
    • Triage customer support tickets by monitoring them, escalating them if need be, ensuring that the issue is resolved or documented and relayed to the customer in a timely manner.
    • Be able to communicate clearly, accurately, and empathically, both orally and in writing.

      Teamwork & Organization:
      • Set up channels for open communication, clear expectations and trust in your teammates via email/slack/meetings/documentations.
      • Impart your knowledge to your team members via regular workshops, lunch'n'learn meetings and any other innovative means.
      • Contribute to team's success (not only individual success). Help your team members achieve their individual goals. Help your team members become a subject expert.
      • Develop a plan of action prior to Customer Meetings. This requires understanding the customer's network infrastructure, understand the deployment of FireMon products in their environment, keeping notes on customer's progress and updating customer regularly on their support issues.
      • Manage your customers' meeting schedule. This requires setting up clear expectations about the meeting and preparing the action items for the meeting to make the best use of meeting time.

        Required Skills and Experience
        • Bachelor's Degree in Information Technology, Networking, Security or other related field.
        • Possess a working knowledge of network/security devices: Check Point, Cisco, Juniper, Palo Alto, Panorama, NSX
        • Must have experience in Linux/UNIX OS
        • Must possess a thorough understanding of Network Infrastructure and topology, LAN/WAN, TCP/IP, DNS, DHCP, VPN, Syslog, Wireshark and Network Monitoring tools
        • Understand security concepts: PKI, Certs.
        • Experience using REST API
        • Prior customer services or consulting experience.
        • Be able to work efficiently in a time-sensitive environment, both as part of a team and independently.
        • Be able to communicate clearly, accurately, and empathically, both orally and in writing.
        • Have strong organizational skills
        • Certifications from one or more of the following vendors: Check Point, Cisco, Juniper, Palo Alto, or similar.

          What it Takes to be Part of the FireMon Team

          FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.

          Our customers have unique and complex security problems that are difficult to solve. This doesn't intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today.

          FireMon provides equal employment [opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Keywords: FireMon, Austin , Software Implementation Engineer-Bilingual-Remote, IT / Software / Systems , Austin, Texas

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