Technical Support Engineer

hace 1 día

Madrid, España Fortinet A tiempo completo

Advanced Services Engineer

Fortinet is growing and we are expanding our EMEA technical support teams, we are looking for
a passionate Advanced Services Engineer to deliver technical support excellence to high profile
customers within the EMEA region.
gather and analyze information and to skillfully develop alternative solutions for customers.
As a member of the Advanced Services Team, you will build and maintain a long-term technical
relationship with your customers, while providing best in class technical solutions. You will work
with research and development groups, sales teams and regional support teams in a fast paced
environment.

For this position, you have to demonstrate experience in participating in the post sales support
escalation processes, which includes pre-sales experience, as well as strong customer facing
skills particular in the telco and large enterprise space.
All positions require strong oral and written communication skills. Oral communication skills
include the ability to speak clearly and persuasively, to listen carefully to ensure full
understanding of the situation, and to respond well to questions when dealing with both
positive and negative situations. All positions also require the ability to write clearly to provide
full information as well as to understand and interpret written information.

Key Responsibilities:

- 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 for timely resolutions
- 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

Skills and Attributes Requirements:
Job Description
- Strong understanding of data networking protocols, specifically TCP/IP, routing and

switching
- Strong troubleshooting and problem solving skill
- Effective communication and customer handling skills
- Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDos, VPN,
- Previously worked in a technical support position with the telco and large enterprise

space.
- Deep working knowledge of Windows, Linux or Unix
- Previous experience on 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 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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