Product Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Configure and integrate FireMon products within client environments.

• Educate and empower clients to utilize FireMon products effectively.

• Advocate for customer concerns and frustrations throughout their experience.

• Develop product knowledge through documentation, training, collaborative sessions, support groups, and contributions to the FireMon Knowledge Base.

• Keep abreast of product updates and engage in self-guided training on new features.

• Investigate products that integrate with FireMon, such as firewalls, SIEM solutions, ServiceNow, Active Directory, and LDAP.

• Provide expertise on API integration for customer automation and workflow management.

• Create, document, and oversee requirements-gathering processes.

• Deliver comprehensive designs and business processes throughout the project lifecycle, including change management.

• Implement solutions under Professional Services Statements of Work or Service Descriptions, covering design, configuration, testing, and deployment.

• Design and configure solutions that are scalable, extensible, testable, and maintainable.

• Develop and execute system test plans and assess applications.

• Collaborate with end users to select or create test scenarios and validate implemented solutions.

• Install software and optional hardware via online sessions or onsite work.

• Train end users to achieve product-purchase objectives.

• Confirm core functionality and troubleshoot issues as they arise.

• Document customer issues in support tickets with all necessary information.

• Triage, monitor, escalate, resolve, and document customer support tickets while communicating outcomes to clients.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience in Information Technology, Networking, Security, or a related field.

• Must possess extensive experience working with Firewalls.

• Proficient knowledge of Check Point, Cisco, Juniper, Palo Alto, Panorama, and NSX.

• Experience with Linux/UNIX operating systems.

• Strong understanding of network infrastructure and topology, including LAN/WAN, TCP/IP, DNS, DHCP, VPN, Syslog, Wireshark, and network monitoring tools.

• Familiarity with security concepts such as PKI and certificates.

• Experience with REST API.

• Previous customer service or consulting experience is required.

• Ability to work efficiently in a fast-paced environment, both independently and as part of a team.

• Excellent, clear, and empathetic verbal and written communication skills.

• Strong organizational abilities.

• Certifications from vendors such as Check Point, Cisco, Juniper, Palo Alto, or similar are desirable.

• Willingness to learn scripting as necessary.

• Willingness to travel up to 25% of the time.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holidays.

• Opportunities for professional development and training.

• Flexible work arrangements and a supportive team environment.