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Senior Technical Support Specialist

hace 2 meses

Madrid, Madrid, España Fortinet A tiempo completo

**Job Summary**

Fortinet is expanding its EMEA technical support teams and seeking a highly skilled Senior Technical Support Specialist to deliver exceptional technical support to high-profile customers within the EMEA region.

**Key Responsibilities:**

  • Provide advanced troubleshooting on the full range of Fortinet products
  • Track, maintain, and prioritize technical cases, including proper escalation until case closure
  • Take initiatives and ownership of customer incidents to drive timely resolutions
  • Manage customer communications and expectations until the closure of each case
  • Build and maintain long-term technical relationships with customers
  • Participate in customer conference calls or face-to-face customer meetings to discuss technical issues
  • Reproduce customer environments on lab equipment, recommend potential new solutions
  • Produce reports to summarize service activity and performance
  • Report software/hardware-related issues to the R&D department and ensure follow-up
  • Develop best practices for deployment and troubleshooting documentation
  • Create technical documentation and bulletins to improve the internal and external knowledge base

**Requirements:**

  • Strong understanding of data networking protocols, specifically TCP/IP, routing, and switching
  • Effective communication and customer handling skills
  • Experience in security products and technologies

**What We Offer:**

A challenging and rewarding role in a fast-paced environment, with opportunities for growth and development.