Advanced Technical Support Specialist
hace 2 semanas
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.
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