Product Specialist

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As a thought leader in the space, FireMon is paving the way in the cybersecurity industry across the globe. At FireMon, you will find a disruptive, cutting-edge environment. It's a place where being proactive is rewarded and each day is more innovative than the last. This drive permeates everything we do – from how we develop our products to how we engage with our customers and how we get things done. 

The Product Specialist is a technical resource who works within a shared services model to deliver professional services for FireMon customers. The Product Specialist may be engaged throughout the customer journey to support fee-based projects such as consultations, implementations, expansions, integrations, and reporting

About the role

• Gather and analyze information about a customer’s environment and use of FireMon.
• Be able to 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.
• Be able to configure FireMon products effectively for non-development-related issues.
• Be able to 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.
• Be able to work with Project Managers on larger projects and to manage smaller projects including regular project updates and communications.
• Maintain a positive attitude and push projects toward completion. 

Customer Success Skills

• 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.
• Be able to 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. 
• Be able to 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.

Required Skills and Experience

• Bachelor's Degree or equivalent experience in Information Technology, Networking, Security, or another related field.
• Must have in-depth experience working with Firewalls.
• Possess a working knowledge of network/security devices: Check Point, Cisco, Juniper, Palo Alto, Panorama, NSX.
• Must have experience in Linux/UNIX OS (Operating Systems).
• Must possess a thorough understanding of Network Infrastructure and topology, LAN/WAN, TCP/IP, DNS, DHCP, VPN, Syslog, Wireshark, and Network Monitoring tools.
• Understand security concepts: PKI, Certs.
• Experience using REST API.
• Prior customer services or consulting experience.
• Be able to work efficiently in a time-sensitive environment, both as part of a team and independently.
• Be able 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.
• Bilingual skills in English and Spanish are highly preferred.
• Travel up to 25%.