{"id":2567993,"url":"https://alion.io/job/firemon-customer-support-engineer","title":"Customer Support Engineer","company":{"id":17437,"name":"FireMon","domain":"firemon.com","url":"https://alion.io/company/firemon","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":140000,"period":"year","method":"role_country_seniority_unknown","sample_n":1856},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Windows","optional":false},{"name":"Nmap","optional":true},{"name":"Perl","optional":true},{"name":"PHP","optional":true},{"name":"Python","optional":true},{"name":"Tcpdump","optional":true},{"name":"VMWare","optional":true},{"name":"Wireshark","optional":true}],"status":"live","first_seen_at":"2026-10-14T19:52:34Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-16T03:47:29Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"FireMon delivers Network Security Policy Control for the Modern Enterprise.\nMost enterprises run firewalls from multiple vendors alongside cloud security groups and microsegmentation platforms, and no single console can say whether it all works together. We believe policy is the control plane for network security: it defines what the environment should do, and the infrastructure carries it out. FireMon gives security teams one place to see, govern, and prove that their policy is doing what they intend, across on-prem, cloud, and hybrid environments.\nThat mission shapes how we work. At FireMon, being proactive is rewarded, and your work has a direct line to the product our customers rely on and to the success of the business. You’ll share ideas, collaborate across departments, and learn parts of the company beyond your own role.\nTHIS POSITION IS FULLY REMOTE AND NOT BASED WITHIN A FIREMON OFFICE\nThe Customer Support Engineer will leverage strong technical awareness, research skills, and equally strong customer service skills. You will be responsible for engaging with customers via chat, meeting software, email, and phone to work toward a technical resolution of FireMon products. Due to the complexity and breadth of the FireMon products supported, strong research and documentation skills are key to success in this role. For technical issues that cannot be resolved the Customer Support Engineer will follow documented processes to prepare and escalate the ticket to an advanced solutions engineer.\nAbout the role\nManage multiple tickets and prioritize ticket responses based on urgency.\nDemonstrate strong critical thinking, and self-driven research skills utilizing FireMon and external resources during the lifecycle of the ticket.\nContribute to projects and tasks as delegated by management as a part of professional development.\nTriage, troubleshoot and reproduce customer issues in labs to resolve product issues for partners and customers.\nEnhance FireMon services to meet partners’ and customers’ business needs through knowledge sharing, and team collaboration.\nYour shift is a crucial component to the 24/7 “follow the sun” coverage provided by our team. This position will cover an on-call shift for our customers facing production-down issues. On-call payments will be provided.\nShifts may vary and require flexibility throughout the year depending on customer support needs. An applicant applying for this role should be able to work any shift deemed necessary by customer support leadership.\nResponsibilities\n“Wow” customers by providing best-in-class customer service and support by telephone, web, email, and/or chat.\nProactively demonstrate empathy when appropriate.\nOwnership of customer issues throughout the lifecycle of the ticket up to resolution or escalation.\nAssess customer’s Support Contract status to determine support eligibility.\nIndependently investigate all resources available including internal FireMon resources, and external resources.\nAnalyze, evaluate and determine the urgency of all customers reported Support tickets.\nTranslate and route customer support tickets into an appropriate format and follow established ticket handling processes.\nDemonstrate technical knowledge through assessments showing proficiency within the first 90 days by completing a 30/60/90-day onboarding plan.\nOngoing personal development through completion of additional certification and education on an annual basis.\nRequired Skills and Experience\nFamiliarity, and experience administrating any of the following: Cisco, Palo Alto, Juniper, Checkpoint, and Fortinet products.\nFast learner with the ability to accept and act on critical feedback.\nAbility to follow customer support process and procedures.\nTechnical certifications such as Cisco, Microsoft, Linux, Network or Security +, computer science degree, cyber security degree, or currently enrolled in a computer science, or cyber security program at a technical college.\nExperience and demonstrated knowledge of Network Security, Firewall, Linux, and/or Endpoint Vendors.\nDemonstrated knowledge of the OSI model, Linux file system, network security industry compliance, firewall packet handling, syslog, and intermediate level firewall administration.\nExcellent communication skills both written and verbal as well as excellent organizational skills.\nExcellent decision-making and problem-solving capability, efficient multi-tasking in a fast paced, constantly evolving environment.\nBe an expert researcher and self-starter.\nExperience with incident management tracking systems Zendesk & Jira (Case or Ticket Management), or other CRM.\nIntermediate knowledge of networking protocols: OSI model, NAT & PAT, TCP/UDP, and HTTP.\nIntermediate experience in researching & identifying solutions in log files for different systems: Firewall, Unix/Linux System logs, Windows Event Logs.\nAbility to manage customer expectations and re-align those expectations around product functionality.\nStrong time management skills.\nDemonstrate ability to identify & understand different FireMon Ecosystem components, collect, and then investigate appropriate log files based on the issue presented.\nPreferred Skills and Experience\nExperience analyzing and delivering customer facing information related to iptables, tcpdump, WireShark, NMAP, vulnerability scans.\nExperience with administration and operational responsibilities with VMware, or other virtualization technologies.\nPrevious work experience with FireMon User Interface and configuration.\nAdvanced Linux & Firewall logs troubleshooting and analysis.\nBeginner scripting knowledge (BASH, Perl, Python, PHP).\nPrevious technical support call center or help desk experience.","description_format":"text","description_chars":5702,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Network Security"],"lifecycle":[{"event":"open","at":"2026-10-14T22:20:45Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":87500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":43,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/firemon-customer-support-engineer","json_url":"https://alion.io/job/firemon-customer-support-engineer.json","meta":{"generated_at":"2026-10-16T05:10:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2388,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":17437},"rest":"https://alion.io/mcp/rest/get_company?id=17437"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffiremon-customer-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffiremon-customer-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffiremon-customer-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/firemon-customer-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffiremon-customer-support-engineer"}]}