Technical Support Engineer FireEye
Join one of the hottest and fastest growing network security start-ups in Silicon Valley. FireEye is backed by pre-eminent investors Sequoia Capital, Norwest Venture Partners and Juniper Networks and is experiencing explosive growth as it redefines the $20B+ security landscape to combat the next generation of cyber-attacks.
FireEye has been profiled in Businessweek, Forbes, The Wall Street Journal and on Bloomberg TV and recently won Deloitte?s Technology Fast 500 award for the 4th fastest growing tech company in North America. FireEye 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.
Individual will be responsible for logging and updating cases, informing customers of the status and providing solution(s) as they become known, in a professional timely fashion, over the lifetime of the support request. A Technical Support Engineer should understand customer systems and configuration, analyze problems, identify defects and recommend solutions. A Technical Support Engineer will work closely with customers, other support representatives, engineers, sales people, and others as needed to gain knowledge and provide solutions. Setting customer expectations appropriately and accurately is also required.
Characteristics and Experience
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 customer facing role where as a Technical Support Engineer you 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.
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.
Network technologies (firewalls, routers, switches).
Ability to communicate effectively both verbally and in writing.
Able to debug problems and deliver solutions with a high level of customer satisfaction.
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.
Network protocols (TCP/IP, DNS, LDAP etc.)
Packet trace analysis.
Strong interpersonal and communication skills; capable of training users in applications and operating system fundamentals and writing basic documentation.
High skill with most 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 4-5 years related experience.
||Salt Lake City, UT |