Advanced Services Engineer

3 months ago

Reading, United Kingdom Fortinet Full time

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  Bachelor’s 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 

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