Staff Technical Support Engineer

Position Title: Staff Technical Support Engineer

Location: Draper, Utah

The Company:
FireEye has invented a purpose-built, virtual machine-based security platform that provides real-time threat protection to enterprises and governments worldwide against the next generation of cyber attacks. These highly sophisticated cyber attacks easily circumvent traditional signature-based defenses, such as next-generation firewalls, IPS, anti-virus, and gateways. The FireEye Threat Prevention Platform provides real-time, dynamic threat protection without the use of signatures to protect an organization across the primary threat vectors and across the different stages of an attack life cycle. The core of the FireEye platform is a virtual execution engine, complemented by dynamic threat intelligence, to identify and block cyber attacks in real time. FireEye has over 4,000 customers across more than 67 countries, including more than 650 of the Fortune Global 2000.

The Role:
As a Staff Technical Support Engineer, you will be responsible for offering technical support to customers regarding the more involved system configuration and implementation problem scenarios. Individual will be responsible for documenting cases to reflect the actions taken, informing customers of problem status and providing solution(s) or workarounds as developed in a professional timely fashion, over the lifetime of the support request. A Staff Technical Support Engineer should understand customer systems and configurations, analyze the more technically difficult problems, identify defects and recommend solutions. The Staff Technical Support Engineer works closely with customers and engineers, as well as the Account teams. Setting customer expectations appropriately and accurately is also a requirement. You will work closely with engineering to develop workarounds to issues and suggest product changes to accommodate customer needs, as well as mentor and provide technical guidance to the more junior members of the Technical Support team. Development of support tools is also within this function’s responsibilities. In addition, you will also handle other duties that commensurate with your role and the company needs.

Responsibilities:
The ideal Staff Technical Support Engineer will demonstrate a proven aptitude for learning new technologies, evidenced by the ability to expand upon core knowledge. S/he will be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer facing role where as a Staff Technical Support Engineer you will work to solve product and network problems of extremely high complexity. As the Staff Technical Support Engineer, you must be able to configure highly complex lab setups to duplicate and solve customer related problems.

The Staff Technical Support Engineer is responsible for:
Serving as the primary point of contact for IR/Consulting toolchain technical support issues.

Developing and maintaining relationships directly with Consultants.

Maintaining, automating, or documenting methods to improve toolchain delivery and deployment.

Resolving, documenting, or escalating issues with toolchain deployment.

Conducting regular reviews, at least quarterly, of service delivery quality, industry threat assessments, and solicit feedback on service delivery and product capabilities and quality.

Requirements:
Strong interpersonal and communication skills; capable of training more junior team members and users in applications and operating system fundamentals and writing basic documentation.

Expert level knowledge in administering and supporting Windows, Linux, and OSX operating systems.

Expert level knowledge of proxies, firewalls, SSL, NAT, VPN, DNS, and TCP/IP.

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.

Ability to document calls and write FAQ and short instructional technical documents essential.

A minimum of 7 years related experience.

Demonstrated proficiency with security as it relates to several of the following:

Strong endpoint security experience, including network design, implementation, and management.

Experience in supporting and troubleshooting endpoint solutions .

Programming experience.

Remote troubleshooting.

Database knowledge (Postgres).

Additional Qualifications:
Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.

Able to determine problems and deliver solutions with a high level of customer satisfaction.

Excellent communication skills, self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail.

Excellent time management skills.

Extreme attention to detail.

FireEye is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability. Click here to view the full EEO/AA statement.

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