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Senior Technical Support Engineer
2 months ago
Company Overview: Fortinet is experiencing significant growth and is expanding its technical support teams across the EMEA region.
Position Summary: We are seeking a dedicated Advanced Services Engineer to provide exceptional technical support to our esteemed clientele within the EMEA area.
Key Responsibilities:
- Perform advanced troubleshooting across the complete range of Fortinet products.
- Monitor, manage, and prioritize technical cases, ensuring proper escalation until resolution.
- Take initiative and ownership of customer incidents to ensure timely resolutions.
- Maintain effective communication with customers throughout the lifecycle of each case.
- Establish and nurture long-term technical relationships with clients.
- Engage in customer conference calls or face-to-face meetings to address technical concerns.
- Recreate customer environments using lab equipment and propose potential new solutions.
- Generate reports summarizing service activities and performance metrics.
- Communicate software/hardware issues to the R&D department and ensure follow-up.
- Develop and document best practices for deployment and troubleshooting.
- 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.
- Strong troubleshooting and problem-solving capabilities.
- Excellent communication and customer interaction skills.
- 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.
- Extensive knowledge of Windows, Linux, or Unix operating systems; familiarity with Fortinet products is a plus.
- 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.
- Proficient in English (both written and spoken); knowledge of additional languages is advantageous.
