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Product Specialist

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Bachelor's Degree or equivalent in IT, Networking, Security., In-depth experience with Firewalls., Knowledge of network/security devices like Check Point, Cisco., Experience in Linux/UNIX OS., Understanding of Network Infrastructure and security concepts..

Key responsabilities:

  • Gather & analyze customer information for FireMon products.
  • Communicate effectively with clients. Identify solutions for client's issues.
  • Configure FireMon products and provide feedback to Global Services.
  • Training end users on product usage, troubleshooting, and installations.
  • Collaborate with teams, manage projects, ensure project completion.
FireMon logo
FireMon SME https://www.firemon.com/
201 - 500 Employees
About FireMon
FireMon’s mission is to improve security operations that will in turn lead to better security outcomes. FireMon delivers industry-leading security policy management, cloud security operations, and cybersecurity asset management solutions to over 1,700 enterprises in nearly 70 countries. Our security policy management platform is the only real-time solution that reduces firewall and cloud security policy-related risks, manages policy changes, and enforces compliance. FireMon’s DisruptOps offering is the only distributed cloud security operations offering that detects and responds to issues in the fast-paced public cloud environments such as AWS and Azure. Our cloud-based Lumeta cybersecurity asset management solution can scan an entire enterprise infrastructure, from on-premises networks to the cloud, to identify everything in the environment and provide valuable insights into how it’s all connected together. Learn more at FireMon.com.
See more FireMon offers

Job description

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Your missions

FireMon has learned an unknown and unauthorized third party is impersonating FireMon HR as part of a phishing attempt. Communications from FireMon will always originate from the FireMon.com domain. FireMon will never ask for any banking information as part of an interview process. If you are concerned whether a communication from FireMon is legitimate, please contact us at security@firemon.com

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%.

    • Required profile

    Experience

    Spoken language(s):
    Check out the description to know which languages are mandatory.
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