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Advanced Technical Support Specialist

hace 2 meses

Murcia, Murcia, España Fortinet A tiempo completo

About the Role:

We are looking for a highly skilled Advanced Technical Support Specialist to join our team at Fortinet. As a key member of our technical support team, you will be responsible for delivering top-notch technical support to our customers in the EMEA region.

Key Responsibilities:

  • Advanced troubleshooting on the full range of Fortinet products
  • Track, maintain and prioritize technical cases including proper escalation until case closure
  • Manage customer communications and expectations until the closure of each case
  • Build and maintain a long-term technical relationship with your 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 R&D department and assure 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
  • Strong troubleshooting and problem-solving skills
  • Effective communication and customer handling skills
  • Experience in security products and technologies (e.g. Fortinet)

About Us:

Fortinet is a leading provider of cybersecurity solutions. We are committed to helping our customers protect their networks and data from evolving threats. If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for this role.