Principal Support Engineer - FireEye Reston, VA, USA Bookmark Share Print 267 0 5

Listing Description

The FireEye Designated Support Engineer (Principal Support Engineer, Named Accounts) 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. To that end, DSEs support a small set of customers. This very senior 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 and work through the resolution.

• Lead escalation response.

• Drive elimination of any customer or internal bottlenecks impeding problem resolution.

• 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.

• 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.

• When needed, travel to customer sites to expedite problem resolution, provide FireEye visibility, facilitate communication and project manage initiatives.

• Work with the field to develop sales activities.

• Interface with FireEye’s Product Managers on behalf of assigned accounts.

Requirements:

10+ years of experience in the following

Technical skills:

• Strong networking and network security technology experience (firewalls, IDS, IPS, routing, switching, packet capture/analysis); application protocols (SMTP, HTTP, DNS)

• Strong Linux/Unix to include system troubleshooting, shell scripting and administration

Experience in some of the followings is also highly desired:

• Malware analysis/ Incident response - to include malware behavior and indicators of compromise

• Database knowledge MySQL/Postgres

• Windows end-point security concepts including ACL’s, audit logs, registry settings, process tracking

Communication skills:

• Ability to communicate effectively, both, verbally and in writing with customers as well as with internal stakeholders

• Ability 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

• Enjoys problem solving and displays an eagerness to learn new technologies/skills.

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

• Experience working with and supporting Fortune 500 companies.

• Ability to work effectively with minimum supervision.

• Must be proactive.

• Strong negotiation skills

Education:

• Bachelor's Degree in Computer Science or equivalent

Additional Qualifications: