Technical Account Specialist

Company: FireMon
Location: Dallas
Posted on: October 23, 2019

Job Description:

DESCRIPTION

Position Purpose:
The Technical Account Specialist is a technical resource who advocates for designated customers and helps to ensure customers' needs are known and managed across all offerings, including services, training, support, and product development. The Technical Account Specialist prioritizes customers' technical issues and communicates those priorities to support and development. This role is responsible for ensuring effective production operation for all FireMon products the customers have deployed. This person will provide customers with status updates of open tickets; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs.

Primary Responsibilities:

* Support FireMon s relationship with assigned end users, including increasing adoption, ensuring retention, and satisfaction.

* Support project leadership for customers major FireMon initiatives.

* Collaborate with FireMon s technical teams, including Support Services and Engineering, on customers technical issues and projects.

* Maintain current functional and technical knowledge of the FireMon product line.

* Provide the customer hands-on support with initial troubleshooting, upgrades, database query management, routine system health checks, watchdog monitoring, adding/removing user access, devices and zones/subnets for FireMon Product Suite.

* Manage and drive competing requests across simultaneous client engagements.

* Provide clear and constructive product feedback to Global Services leadership based on customer requirements.

* Document best practices in developing and deploying FireMon solutions in the customers environments.

* Function as a front-line technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers business problems.

* Adheres to established escalation policies and procedures

* Partner with Account Owners to ensure comprehensive view of customer health throughout customer cycle.

* Maintain multiple technical certifications, and gain at least one new certification annually.

Required Qualifications:

* Bachelor s Degree in Computer Science or similar area of study, or equivalent technical training

* Two or more years of experience in technical project management, technical account management or similar area. least 1 active technical certification CCNA level or similar with the ability to obtain at least 1 new technical certification each year

* Prior experience and strong technical skills in client-server applications, Unix/Linux system administration, and/or software development. Experience to include debugging and troubleshooting, upgrading software, and applying security patches.

* Knowledge of modern software development methodologies, with emphasis on software and hardware architecture, and infrastructure design and development

* Demonstrated ability in customer-facing positions, such as a Product Support or software implementation role

* Strong analytical skills regarding technical and project management issues

* Strong organizational skills with an ability to manage competing client demands

* Ability to engage and communicate effectively across multiple levels of a customers IT network and security teams is highly desirable, from analyst to mid-level management

* Attain technical certification(s) in the area of network security, IP networking, or database management

About FireMon

FireMon has been at the forefront of the security management category, delivering first-ever functionality such as firewall behavior testing, workflow integration, traffic flow analysis and rule recertification. Our

solutions have helped more than 1,700 organizations around the world gain visibility into and control over their complex network security infrastructures.

One of the biggest benefits of working with a groundbreaking company like FireMon, 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 success of the business. Additionally, you can voice your ideas and collaborate across departments to learn new aspects of the company. What we do isn t easy. 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 that delight our customers and ensure their success. If this sounds like a journey you'd be interested in joining, we invite you to apply today.

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Keywords: FireMon, Arlington , Technical Account Specialist, IT / Software / Systems , Dallas, Texas