Advanced Technical Support Specialist
hace 1 semana
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.
We require candidates with strong problem-solving skills, the ability to identify and resolve issues in a timely manner, and excellent communication and customer handling skills.
As a member of the Advanced Services Team, you will build and maintain long-term technical relationships with customers, providing best-in-class technical solutions and working closely with research and development groups, sales teams, and regional support teams in a fast-paced environment.
Key Responsibilities:
- Advanced troubleshooting on 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, 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 deployment and troubleshooting documentation
- Creating technical documentation and bulletins to improve the internal and external knowledge base
Skills and Attributes 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., 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
Educational and Experience Requirements:
- 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 is desirable
- Advanced knowledge of English (written and spoken); other languages are an advantage
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