Product Specialist

Website FireMon

About the job

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
  • 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

Teamwork and Organization

  • Set up channels for open communication, clear expectations, and trust in your teammates via email/slack/meetings/documentations
  • Contribute to the team’s success (not only individual success). Help your team members achieve their individual goals. Help your team members become subject experts
  • 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, Cisco, Juniper, Palo Alto, or similar

Preferred Skills And Experience

  • Familiarity with multiple languages, including C++, Java/J2EE, Python, Perl, PostgreSQL, or another programming language
  • Experience implementing solutions using API Management Platforms and using REST API
  • Experience in technology architecture, implementation, and administering the ServiceNow platform, monitoring performance, deploying applications, building out catalog items/workflows, and configuring integrations including SSO, SAML, SSL, Web Services, LDAP, JDBS, ODBC, REST, SCP, and FTPS
  • Experience writing design specifications and using appropriate charts and diagrams to illustrate your ideas
  • Experience with incident management, service request, problem management, change management, discovery, and configuration management databases (CMDB)

What it Takes to be Part of the FireMon Team

FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.Our customers have unique and complex security problems that are difficult to solve. This doesn’t intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you’d be interested in joining, we invite you to apply today.FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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