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, particularly 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 productsTrack, maintain and prioritize technical cases including proper escalation until case closureTake initiatives and ownership of customer incidents to drive for timely resolutionsManage customer communications and expectations until the closure of each caseBuild and maintain a long-term technical relationship with your customersParticipate in customer conference calls or face-to-face customer meetings to discuss technical issuesReproduce customer environments on lab equipment, recommend potential new solutionsProduce reports to summarize service activity and performanceReport Software/Hardware related issues to R&D department and assure follow-upDevelop best practices deployment and troubleshooting documentationCreate 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 switchingStrong troubleshooting and problem-solving skillsEffective communication and customer handling skillsExperience 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 spaceDeep working knowledge of Windows, Linux, or UnixPrevious experience on Fortinet products is an advantage Educational and Experience Requirements:4-6 years of experience in a technical support roleBachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirableAdvanced knowledge of English (written and spoken); other languages are an advantage
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