Product Specialist

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As a thought leader in the space, the company is paving the way in the cybersecurity industry across the globe. At the company, 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 the company 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

• Configure and integrate the company Products successfully in Customer Environment

• Train and empower the Customers to use the company Products

• Champion the cause of aggravation or frustration during Customer Experience

• Be an expert on the company Products by going through documentation, self-paced training, working sessions of peers, participating in support groups, and contributing to the company 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 the company: 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.

Required Skills and Experience

• 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.

• Travel up to 25%.