Product Specialist

3 weeks ago

Qatar Firemon Full time

**About FireMon**

FireMon pioneered improving security outcomes by improving security operations in the cybersecurity industry. Technologies have changed, the threats have evolved, but our mission remains the same. Our culture is built upon four employee-driven values that focus on problem-solving, work/life balance, motivation, and innovation. These values are core to everything we do and fuel the impact our employees have on our customers, product, and overall organization. Each person is empowered to have a voice and is encouraged to collaborate, be creative, provide valuable insights, and play a role in the company's success.

**This person must be based in Saudi Arabia, India, UAE, or Qatar**

A 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 the 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
- 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

**Teamwork and Organization**:

- Develop a plan of action prior to Customer Meetings. This requires understanding the customer’s network infrastructure, the deployment of FireMon products in their environment, keeping notes on customer’s progress, and updating customer regularly on their support issues
- Manage your customers’ meeting schedule. This requires setting up clear expectations about the meeting and preparing the action items for the meeting to make the best use of meeting time
- Work with other PS team members to establish functional and technical specifications from SOW-level requirements, validate the level of effort estimates, and create actionable timelines

**Required Skills and Experience**:

- Bachelor’s degree in computer science, Information Technology, Networking, Security or another related field
- Possess a working knowledge of network/security devices: Check Point, Cisco, Juniper, Palo Alto, Panorama, NSX
- Must have experience in Linux/UNIX OS
- Three or more years of Networking, API work, and/or consulting experience - to or within large corporations, relating to enterprise software implementation and change management
- Three or more years of experience designing and implementing client-facing solutions
- 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
- Be able to work efficiently in a time-sensitive environment, both as part of a team and independently
- Strong problem solving and critical thinking skills
- Strong verbal and written communication skills
- Ability and willingness to travel to customer sites
- Certifications from one or more of the following vendors: Check Point,

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