Product Specialist

Location: India, Remote
Department: Customer Experience

FireMon delivers Network Security Policy Control for the Modern Enterprise.

Most enterprises run firewalls from multiple vendors alongside cloud security groups and microsegmentation platforms, and no single console can say whether it all works together. We believe policy is the control plane for network security: it defines what the environment should do, and the infrastructure carries it out. FireMon gives security teams one place to see, govern, and prove that their policy is doing what they intend, across on-prem, cloud, and hybrid environments

The Product Specialist for Customer Experience delivers onsite and/or remote software and hardware installation, configuration, and training services as well as non-development professional services for customers and performs technical triage of concerns escalated from the Customer Experience team. 

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%.