Advanced Technical Support Specialist

hace 3 días

Sevilla, Sevilla, España Fortinet A tiempo completo
Job Title: Advanced Support Engineer

Fortinet is expanding its EMEA technical support teams and seeking a passionate Advanced Services Engineer to deliver exceptional technical support to high-profile customers in the region.

Key Responsibilities:

  • Advanced troubleshooting of Fortinet products
  • Tracking, maintaining, and prioritizing technical cases, including proper escalation until case closure
  • Initiating and owning customer incidents to drive timely resolutions
  • Managing customer communications and expectations until case closure
  • Building and maintaining long-term technical relationships with customers
  • Participating in customer conference calls or face-to-face meetings to discuss technical issues
  • Reproducing customer environments on lab equipment and recommending potential new solutions
  • Producing reports to summarize service activity and performance
  • Reporting software/hardware-related issues to the R&D department and ensuring follow-up
  • Developing best practices for deployment and troubleshooting documentation
  • Creating 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 (e.g., Firewalls, IDS/IPS, DDoS, VPN, Web Application Firewall)
  • Previous experience 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

Education and Experience:

  • 4-6 years of experience in a technical support role
  • Bachelor's degree in Computer Science, Software Engineering, or a related field, or an equivalent combination of training and experience

Language: English (advanced knowledge required)

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