Senior Technical Support Specialist
hace 22 horas
**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.
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