Product Specialist - Must be willing to work North America timezone | FireMon Jobs
Product Specialist - Must be willing to work North America timezone
India, Remote
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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

  • Must have in-depth experience working with Firewalls.
  • Certifications from one or more of the following vendors: Check Point, Cisco, Fortinet, Juniper, Palo Alto, or similar.
  • 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 is desirable.
  • 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.
  • Willingness to learn scripting as required.
  • Travel up to 25%.

    • We are strong believers that cutting-edge cybersecurity can have a huge impact on making the world a safer place and we want other people who feel that same passion. In return, we can offer you the opportunity to work with and learn from a fast-growing, high-performance team.  One of the biggest benefits of working here, is the huge impact employees have on the overall product and business. Each person’s work directly affects the outcome of the finalized product and the success of the business.

      • We Solve Complex Problems
      • We Are Self-Motivated & Resourceful
      • We Break the Mold
      • We Balance Work & Life
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    Working at FireMon

    Overall Culture Score

    4.3/5

    CEO Score

    Jody Brazil
    Top
    5%

    Jody Brazil
    Top 5% of Similar Sized Companies on Comparably

    Awards

    Reviews from current employees

    FireMon's leadership team is approachable, focused, experienced and cares deeply about delivering outcomes for customers and and the FireMon team.
    It's competitive with upside opportunity.
    Everyone has each other's back and is willing to help. There are no egos and we share what we learn with each other. I have developed genuine friendships with my team.

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    Perks and Benefits

    Health & Wellness
    Dental Insurance
    Vision Insurance
    Health Insurance
    Life Insurance
    Paid Time Off
    PTO / Vacation Policy
    Paid Holidays
    Maternity / Paternity Leave
    Financial Benefits
    401K / Retirement Plan
    Tuition Reimbursement
    Office Perks
    Unique Office Space
    Company Social Outings
    Work From Home Policy

    eNPS

    67
    eNPS Score
    67%Promoters
    33%Passive
    0%Detractors

    FireMon's Employee Net Promoter Score (eNPS) is 67, as rated by 3 employees. This means 67% of FireMon employees would encourage their friends to become coworkers today.

    4 Cool Reasons to Work at FireMon

    1. FireMon is the global thought leader in a space that we invented!
    2. FireMon is paving the way in the cybersecurity industry across the globe.
    3. A disruptive, cutting-edge environment, where each day is more innovative than the last.
    4. We are at the forefront of the security management category, delivering first-ever functionality.