As an Advanced Support Engineer at Fortinet, you will play a crucial role in the post-sales support escalation processes, which also involves pre-sales experience and requires strong customer-facing skills, particularly in the telecommunications and large enterprise sectors.
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Key responsibilities include:
- Advanced troubleshooting across the full range of Fortinet products.
- Tracking, maintaining, and prioritizing technical cases with appropriate escalation until case closure.
- Taking initiative and ownership of customer incidents to drive timely resolutions.
- Managing customer communications and expectations until each case is resolved.
- Building and maintaining long-term technical relationships with customers.
- Participating in customer conference calls or face-to-face meetings to address technical issues.
- Reproducing customer environments on lab equipment and recommending potential new solutions.
- Producing reports to summarize service activity and performance.
- Reporting software/hardware-related issues to the R&D department and ensuring follow-up.
- Developing best practices for deployment and troubleshooting documentation.
- Creating technical documentation and bulletins to enhance the internal and external knowledge base.
Requirements:
- Strong understanding of data networking protocols, specifically TCP/IP, routing, and switching.
- Strong troubleshooting and problem-solving skills.
- Effective communication and customer handling abilities.
- Experience in security products and technologies (e.g., Firewalls, IDS/IPS, DDoS, VPN, Web Application Firewall).
- Previous experience in a technical support position within the telecommunications and large enterprise space.
- Deep working knowledge of Windows, Linux, or Unix.
- Prior experience with 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 a related field, or an equivalent combination of training and experience is desirable.
- Advanced knowledge of English (written and spoken); other languages are an advantage.
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
