Technical Support Engineer

Employment Type

: Full-Time


: Miscellaneous

The 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.

As a Technical Support Engineer (TSE), you are an integral part of the Customer Success Team. As a successful TSE, you will excel in learning new technologies and continue to expand upon core knowledge. You will use your highly analytical skills to derive facts quickly, methodically and accurately. You will thrive in a customer facing environment, providing resolution to complex problems. 

What You Will Do:

  • Provide responsive, high-quality services providing timely and knowledgeable responses
  • Be the focal point for customer regarding network problems, email flow, alert & detection efficacy of our products and setup/configuration/access to products
  • Work closely with other support representatives, engineers, sales, among other internal teams to gain knowledge and provide solutions to customers
  • Provide proper communication and guidance to customers, setting proper expectations appropriately and accurately
  • Requirements:

  • Experience working in customer facing environment
  • Strong interpersonal and communication skills to successfully train users in applications and operating system fundamentals and writing basic documentation
  • Native Spanish speaking or high fluency Spanish speaking required
  • Strong understanding of customer systems and configuration
  • Experience working through complex problems, isolating core issues, and troubleshooting logic
  • Experience solving product and network problems ranging from low to high complexity
  • Strong time management skills

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