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Customer Success Engineer

Company: FireEye, Inc.
Location: Draper
Posted on: June 7, 2021

Job Description:

Company DescriptionFireEye is the intelligence-led security company. Working as a seamless, scalable extension of customer security operations, FireEye offers a single platform that blends innovative security technologies, nation-state grade threat intelligence, and world-renowned Mandiant consulting. With this approach, FireEye eliminates the complexity and burden of cyber security for organizations struggling to prepare for, prevent, and respond to cyber attacks. Learn more about FireEye's world-class solutions and global footprint at DescriptionThe FireEye mission is to relentlessly protect our customers with innovative technology and expertise learned on the frontlines of cyber attacks. As a leading trusted advisor, the FireEye Customer Success team proactively partners with our customers to realize our mission. The Customer Success team helps to accelerate the development of innovative and effective security solutions designed to protect customers most valuable assets with our engineering, intelligence, services and consulting teams unified under a single banner. This tightly coordinated collaboration brings unmatched insights from the frontlines directly into customer defenses.The ideal Customer Success 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 Customer Success 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 Customer Success Engineer, you must be able to effectively configure and utilize complex lab setups to duplicate and solve Customer reported problems.What You Will Do:Individuals will be responsible for responding to new customer support cases via phone email and chatUse 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 articlesAssist colleagues in the team with mentoring and trainingAssume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessaryAssist in the testing of new product builds and releasesParticipate in on-going training developing in-depth knowledge and expertise in FireEye product and related technologiesQualificationsRequirements:Experience in the Technical Support field, Support Center experience an advantage.Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.Excellent time management and troubleshooting skillsEnjoys problem solving and displays an eagerness to learn new technologies/skillsHighly Proficient in Microsoft and Linux Operating Systems, comfortable working at CLI and having Administration experienceExperience of in-depth Log Analysis using command line toolsadvanced knowledge of networking technologies, internetworking devices and protocolsIntermediate 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 a plus.Must be eligible to work in the US without sponsorshipAdditional Qualifications:Microsoft Certified - MCSECisco Certified - CCNA, CCNP/CCIE a plusAdditional InformationAt FireEye we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. 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.

Keywords: FireEye, Inc., Draper , Customer Success Engineer, Other , Draper, Utah

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