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Senior Technical Support Engineer
2 months ago
Company Overview: Fortinet is a leading cybersecurity company dedicated to providing innovative solutions to protect organizations from cyber threats.
Position Summary: We are seeking a dedicated Advanced Support Engineer to enhance our EMEA technical support teams. This role is pivotal in delivering exceptional technical assistance to our esteemed clients across the EMEA region.
Key Responsibilities:
- Conduct advanced troubleshooting across the complete suite of Fortinet products.
- Monitor, manage, and prioritize technical cases, ensuring proper escalation until resolution.
- Take ownership of customer incidents, driving timely resolutions through proactive initiatives.
- Maintain effective communication with customers, managing their expectations throughout the case lifecycle.
- Establish and nurture long-term technical relationships with clients.
- Engage in customer conference calls or face-to-face meetings to address technical challenges.
- Recreate customer environments using lab equipment and propose potential new solutions.
- Generate reports summarizing service activities and performance metrics.
- Report software and hardware issues to the R&D department and ensure follow-up actions.
- Develop best practices for deployment and troubleshooting documentation.
- Create technical documentation and bulletins to enhance both internal and external knowledge bases.
Required Skills and Qualifications:
- In-depth understanding of data networking protocols, particularly TCP/IP, routing, and switching.
- Proficient troubleshooting and problem-solving abilities.
- Strong communication skills with a focus on customer interaction.
- Experience with security products and technologies, including Firewalls, IDS/IPS, DDoS, VPN, and Web Application Firewalls.
- Prior experience in a technical support role within the telecommunications and large enterprise sectors.
- Comprehensive knowledge of Windows, Linux, or Unix systems.
- Previous experience with Fortinet products is advantageous.
- Educational Background:
- 4-6 years of experience in a technical support capacity.
- Bachelor's degree in Computer Science, Software Engineering, or a related field, or an equivalent combination of education and experience is preferred.
- Advanced proficiency in English (both written and spoken); additional languages are a plus.
