Advanced Technical Support Specialist

hace 2 meses

Sevilla, Sevilla, España Fortinet A tiempo completo

Job Summary:

Fortinet is seeking a highly skilled Advanced Technical Support Specialist to join our EMEA technical support team. As a key member of our team, you will be responsible for delivering exceptional technical support to high-profile customers within the EMEA region.

Key Responsibilities:

  • Advanced troubleshooting and problem-solving on a wide range of Fortinet products
  • Track, maintain, and prioritize technical cases, including proper escalation until case closure
  • Take ownership of customer incidents to drive timely resolutions
  • Manage customer communications and expectations until case closure
  • Build and maintain long-term technical relationships with customers
  • Participate in customer conference calls or face-to-face meetings to discuss technical issues
  • Reproduce customer environments on lab equipment and 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 deployment and troubleshooting documentation
  • Create technical documentation and bulletins to improve 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 (e.g., firewalls, IDS/IPS, DDoS, VPN, web application firewall)
  • Previously worked in a technical support position with the telco and large enterprise space
  • Deep working knowledge of Windows, Linux, or Unix
  • Previous experience with Fortinet products is an advantage
  • Educational and experience requirements: 4-6 years of experience in a technical support role, Bachelor's degree in Computer Science, Software Engineering, or related field, or an equivalent combination of training and experience
  • Advanced knowledge of English (written and spoken); other languages are an advantage

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