Job Description

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 whereas 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.

RESPONSIBILITIES:

• 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
• Assist colleagues in the team with mentoring and training
• Assume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessary
• Assist in the testing of new product builds and releases
• Participate in on-going training developing in-depth knowledge and expertise in FireEye product and related technologies

Qualifications

BASIC REQUIREMENTS:

• 3+ years of experience in the Technical Support field, Support Center experience is an advantage.
• Endpoint security experience, including network design, implementation, and management;
• Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.
• Excellent time management and troubleshooting skills
• Enjoys problem-solving and displays an eagerness to learn new technologies/skills
• Highly Proficient in Microsoft and Linux Operating Systems, comfortable working at CLI, and having Administration experience  
• Experience in in-depth Log Analysis using command-line tools
• Intermediate knowledge of networking technologies, internetworking devices, and protocols
• Basic level knowledge of Firewall, VPN, IDS, and related network security design and implementation
• Must be able to read, write and speak English fluently and idiomatically, including technical concepts and terminology. Multiple language skills are a plus.
• Must have US Citizenship

ADDITIONAL QUALIFICATIONS:

• The following or equivalent experience:
• B.Sc. in Computing or related discipline
• Microsoft Certified – MCSE
• Cisco Certified - CCNA, CCNP/CCIE a plus

Additional Information

FireEye Security is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Mandiant (formerly FireEye) has announced the sale of its Products business to Symphony Technology Group. Learn more about the sale here: https://www.fireeye.com/company/press-releases/2021/fireeye-announces-sale-of-fireeye-products-business-to-symphony-technology-group.html. This position will be part of the FireEye Security organization under the purchasing company. Our new company's security portfolio protects customers across endpoints, infrastructure, applications, and in the cloud. We will accelerate efforts to develop an integrated security platform powered by artificial intelligence and automation for superior threat detection and prevention.