About the role
FireMon is hiring a Customer Support Engineer to help customers resolve technical issues with FireMon products. The role manages support tickets, researches and troubleshoots product issues, and escalates issues that require advanced solutions engineering. ResponsibilitiesManage multiple tickets and prioritize ticket responses based on urgencyDemonstrate strong critical thinking, and self-driven research skills utilizing FireMon and external resources during the lifecycle of the ticketContribute to projects and tasks as delegated by management as a part of professional developmentTriage, troubleshoot and reproduce customer issues in labs to resolve product issues for partners and customersEnhance FireMon services to meet partners’ and customers’ business needs through knowledge sharing, and team collaboration“Wow” customers by providing best-in-class customer service and support by telephone, web, email, and/or chatProactively demonstrate empathy when appropriateOwnership of customer i