Product Specialist

August 30

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FireMon

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Improve Security Operations. Improve Security Outcomes.

security • firewall • management • software • compliance

201 - 500

💰 $40M Debt Financing on 2020-08

Description

• 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. • 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.

Requirements

• 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%.