Product Specialist

About the role

• Configure and integrate FireMon Products successfully in Customer Environment
• Train and empower the Customers to use FireMon Products
• Champion the cause of aggravation or frustration during Customer Experience
• 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.
• Perform ongoing research to stay current on products that integrate with FireMon: Firewalls, SIEM solutions, SNOW, Active Directory, LDAP (and more based on what you learn).
• Provide thought leadership related to API integration for the management and delivery of Automation and Workflow for our customers.
• Help develop, document, and manage the requirements gathering process. Provide detailed designs and business processes to support the requirements throughout the project life cycle up to and through change control.
• Deliver solutions as required by Professional Services Statements of Work (SOWs) or Service Descriptions. This includes designing, configuring, and working with the team on testing and deployment. 
• Design and configure scalable, extensible, testable, and maintainable solutions.
• Develop and execute system test plans and system test applications to ensure successful test cycles.
• Partner with the end-user to select or create appropriate scenarios to test implemented solutions to determine whether the solution meets shared requirements.

Customer Success Skills

• Install software and optional hardware through online sessions or onsite work.
• Provide training to end users to ensure their primary objectives 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 problems 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.

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%.