Designated Support Engineer

Designated Support Engineer

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Job Description

The FireEye Designated Support Engineer (DSE) provides the best possible customer service to the company’s most important customers. They bring deep knowledge of FireEye products, related technologies and their customers’ deployments to solve problems quickly and provide proactive guidance. DSEs are the most elite role in FireEye’s customer support organization, with advanced technical, problem solving, account management and customer interaction skills.

DSEs support a small set of customers, typically no more than 4. Thissenior role has wide discretion to act in the best interest of their customers, including going on-site themselves and orchestrating assistance from any other FireEye technical support, professional services, sales or engineering organizations. Most frequently, DSEs will be based in proximity to their customers to build relationships through face-to-face interactions and onsite assistance. As the most senior members of the customer support organization, DSEs also mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills.

• Serve as first contact for technical support issues, lead escalation response and develop ongoing relationship with customer and become their advocate.
• Provide proactive guidance and encourage adoption and assist in deployment of new product releases.
• Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc.
• Collaborate with support management to orchestrate support response beyond the DSEs direct capability and conduct regular reviews (at least quarterly) of service delivery quality, industry threat assessments and solicit feedback on service delivery and product capabilities and quality.
• Manage the logistical aspects of any events, on-sites, or remotely attended customer facing events in order to fulfill Platinum Plus agreement obligations.
• Travel to customer sites to expedite problem resolution, provide FireEye visibility, facilitate communication and project manage initiatives.

Qualifications

• 10+yrsof overall experience
• Demonstrated proficiency with security as it relates to intrusion detection and security tools and technologies
• 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 communicate effectively both verbally and in writing with customers as well as with internal engineers
• Excellent communication skills, self-motivated, self-starter, sense of urgency, personable, well organized, attention to detail

• Desired security network, and systems related professional certifications are a plus
• Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience
• Completion of job-related technical trainings
• Firewall, VPN, IDS and related network security design and implementation

Additional Information

At 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. Requests for accommodation due to disability can be sent directly to [emailprotected]