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Product Specialist

2 months ago

Remote, Oregon, United States FireMon Full time

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.
  • Travel up to 25%.

What it Takes to be Part of the FireMon Team

FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.

Our customers have unique and complex security problems that are difficult to solve. This doesn't intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today.

FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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