Advanced Support Engineer
Advanced Support Engineer
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Job Description
Advanced Services Engineer - Advanced Support Team
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.
We require candidates with the ability to identify and resolve problems in a timely manner; to 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:
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 Web application Firewall)
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
Bachelors 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
- Previous Fortinet certification is preferred but not essential - NSE 4 /FCP NS
Employment Type
Full-Time
