Product Specialist

Summary

Join FireMon as a Product Specialist and become a technical resource within a shared services model, delivering professional services to our global clientele. You will gather and analyze customer environment information, effectively communicate with clients, identify and propose solutions, and configure FireMon products. This role requires expertise in FireMon products, strong communication skills, and the ability to work collaboratively with internal teams and clients. You will also provide training, troubleshoot issues, and manage projects, ensuring customer success. The ideal candidate possesses a Bachelor's degree or equivalent experience in a related field, in-depth firewall experience, and a strong understanding of network infrastructure and security concepts.

Requirements

• Bachelor's Degree or equivalent experience in Information Technology, Networking, Security, or another related field
• In-depth experience working with Firewalls
• Working knowledge of network/security devices: Check Point, Cisco, Juniper, Palo Alto, Panorama, NSX
• Experience in Linux/UNIX OS (Operating Systems)
• Thorough understanding of Network Infrastructure and topology, LAN/WAN, TCP/IP, DNS, DHCP, VPN, Syslog, Wireshark, and Network Monitoring tools
• Understanding of security concepts: PKI, Certs
• Experience using REST API
• Prior customer services or consulting experience
• Ability to work efficiently in a time-sensitive environment, both as part of a team and independently
• Ability to communicate clearly, accurately, and empathically, both orally and in writing
• Strong organizational skills
• Certifications from one or more of the following vendors: Check Point, Cisco, Juniper, Palo Alto, or similar
• Willingness to learn scripting as required

Responsibilities

• Gather and analyze information about a customer’s environment and use of FireMon
• Effectively communicate and work with our client’s business and technical representatives
• Understand customer’s pain points and be able to identify and propose effective solutions
• Configure FireMon products effectively for non-development-related issues
• Advocate for our clients with FireMon’s technical teams, including Support Services and Engineering, on customer’s technical issues and projects
• Be an expert on FireMon Products by going through documentation, self-paced training, working sessions of peers, participating in support groups, and contributing to FireMon Knowledge base
• Stay current on all product changes and complete self-directed training on new features, as necessary
• Provide clear and constructive product feedback to Global Services leadership based on customer requirements
• Work closely with Implementation Teams and Account Owners to ensure communications are cohesive throughout the customer journey
• Work with Project Managers on larger projects and manage smaller projects including regular project updates and communications
• Maintain a positive attitude and push projects toward completion
• Install software and optional hardware through online sessions or onsite work
• Provide training to end users to ensure their primary objects for the product purchase are met
• Verify that core functionality is operable and troubleshoot any issues that arise
• Describe and articulate customer problem in Support tickets and provide all information required from the customer
• Triage customer support tickets by monitoring them, escalating them, if necessary, ensuring that the issue is resolved or documented and relayed to the customer in a timely manner
• Communicate clearly, accurately, and empathically, both orally and in writing
• Set up channels for open communication, clear expectations, and trust in your teammates via email/slack/meetings/documentations
• Impart your knowledge to your team members via regular workshops, meetings, and any other innovative means

Preferred Qualifications

• Bilingual skills in English and Spanish
• Travel up to 25%