Staff Technical Support Engineer FireEye
Join one of the hottest and fastest growing B2B start-ups in high technology. FireEye is backed by pre-eminent investors Sequoia Capital, Norwest Venture Partners and Juniper Networks and is experiencing explosive growth as it redefines the enormous $20 billion security landscape to combat the next generation of cyber-attacks.
FireEye has been profiled in BusinessWeek, the Silicon Valley Times and on Bloomberg TV and is well on its path to an IPO as it continues to transform the security industry with its unique technology to stop advanced cyber-attacks. FireEye?s customers are the best of the best in every industry around the world, including the top hi tech, financial services and manufacturing companies and the leading government agencies. Join the team that is protecting the world from the next generation of cyber-attacks!
As a Staff Technical Support Engineer, you will be responsible for offering technical support to customers regarding the more involved system configuration and implementation problem scenarios. Individual will be responsible for documenting cases to reflect the actions taken, informing customers of problem status and providing solution(s) or workarounds as developed in a professional timely fashion, over the lifetime of the support request. A Staff Technical Support Engineer should understand customer systems and configurations, analyze the more technically difficult problems, identify defects and recommend solutions. The Staff Technical Support Engineer works closely with customers and engineers, as well as the Account teams. Setting customer expectations appropriately and accurately is also a requirement. You will work closely with engineering to develop workarounds to issues and suggest product changes to accommodate customer needs, as well as mentor and provide technical guidance to the more junior members of the Technical Support team. Development of support tools is also within this function?s responsibilities. In addition, you will also handle other duties that commensurate with your role and the company needs.
The Staff Technical Support Engineer will be expected to delegate responsibilities to those within the team with the needed skill set, as well as promote a positive attitude. S/he will review and approve Knowledgebase articles based on their technical content and help to provide TOIs in specialty product areas.
Characteristics and Experience
The ideal Staff Technical Support Engineer will demonstrate a proven aptitude for learning new technologies, evidenced by the ability to expand upon core knowledge. S/he will be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer facing role where as a Staff Technical Support Engineer you will work to solve product and network problems of extremely high complexity. As the Staff Technical Support Engineer, you must be able to configure highly complex lab setups to duplicate and solve customer related problems.
Demonstrated proficiency with security as it relates to several of the following:
Security tools and technologies;
Firewall, VPN, IDS and related network security design and implementation;
Strong endpoint security experience, including network design, implementation, and management;
Desired security network, and systems related professional certifications are a plus;
Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience.
Network technologies (firewalls, routers, switches) and protocols (TCP/IP, DNS, LDAP etc.).
Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.
Able to determine problems and deliver solutions with a high level of customer satisfaction.
Excellent communication skills, self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail.
Excellent time management skills
Extreme attention to detail
Enjoys problem solving and displays an eagerness to learn new technologies/skills
Packet trace analysis.
HTML, scripting and programming experience are desirable.
Ability to document calls and write FAQ and short instructional technical documents essential.
Bachelor's Degree in CS
Strong interpersonal and communication skills; capable of training more junior team members and users in applications and operating system fundamentals and writing basic documentation.
High skill with Linux operating system commands/utilities.
Fundamental understanding of an operating system; for example, understands job control, soft and hard links or shortcuts, distinctions between the kernel and the user environment.
A minimum of 10-15 years related experience.
||Salt Lake City, UT |