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Product Specialist - Must be willing to work North America timezone

Remote:

Full Remote

Contract:

Full time

Work from:

India, North America

Offer summary

Qualifications:

Bachelor's Degree in IT or related field., Experience with Firewalls and Security devices., Knowledge of Linux/UNIX and Network Infrastructure., Certifications from relevant vendors preferred..

Key responsabilities:

Gather and analyze customer environment information.
Configure FireMon products and support projects.

FireMon SME http://www.firemon.com/

201 - 500 Employees

See more FireMon offers

Job description

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%.