Advanced Support Engineer

Fortinet; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A cybersecurity company is looking for a skilled technical support professional in Dubai. The role involves troubleshooting Fortinet products, managing customer communications, and maintaining technical relationships. Applicants should have 4-6 years of experience in technical support, a Bachelor's degree in a relevant field, and be proficient in English; French is a plus. This position is office-based and requires effective communication and customer handling skills.

Qualifications

• 4-6 years of experience in a technical support role.
• Advanced knowledge of English is essential.
• French proficiency is highly desirable.

Responsibilities

• Advanced troubleshooting on the full range of Fortinet products.
• Track, maintain and prioritize technical cases until closure.
• Manage customer communications and expectations until case closure.
• Build and maintain a long-term technical relationship with customers.
• Create technical documentation to improve knowledge base.

Skills

Advanced troubleshooting

Effective communication

Customer handling skills

Data networking protocols (TCP/IP)

Problem solving skills

Experience in security products

Business level English

French (desirable)

Education

Bachelor's degree in Computer Science

Job description

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. Business level English is essential and French is highly desirable

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
• 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
• Bachelors degree in Computer Science Software Engineering or related field or an equivalent combination of training and experience is desirable
• Advanced knowledge of English is essential and French is highly desirable (written and spoken)

Office contract