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Senior Technical Support Engineer
2 months ago
Company Overview: Fortinet is a leading cybersecurity company that is expanding its technical support teams across the EMEA region.
Position Summary: We are seeking a dedicated Advanced Support Engineer to provide exceptional technical assistance to our esteemed clients in the EMEA area.
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 for timely and effective solutions.
- Maintain clear communication with customers throughout the case lifecycle.
- Establish and nurture long-term technical relationships with clients.
- Engage in customer meetings or conference calls to address technical challenges.
- Recreate customer environments in lab settings and propose innovative solutions.
- Generate reports summarizing service activities and performance metrics.
- Communicate software and hardware issues to the R&D team and ensure follow-up.
- Create deployment and troubleshooting documentation to establish best practices.
- Develop technical documentation and bulletins to enhance the knowledge base for internal and external stakeholders.
Qualifications:
- In-depth understanding of data networking protocols, particularly TCP/IP, routing, and switching.
- Strong analytical and problem-solving capabilities.
- Excellent communication skills and adeptness in customer relations.
- Experience with security 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.
- Proficient knowledge of Windows, Linux, or Unix operating 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 equivalent training and experience.
- Advanced proficiency in English (both written and spoken); knowledge of additional languages is a plus.
