Advanced Support Engineer

Fortinet; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading technology company is seeking a Technical Support Engineer to provide post-sales support for its products. The ideal candidate will have 4-6 years of experience, a bachelor's degree in a related field, and strong troubleshooting skills. This role involves managing customer incidents, technical communications, and contributing to internal knowledge bases, aiming to maintain strong customer relationships and drive timely resolutions.

Qualifications

• 4-6 years of experience in a technical support role.
• Advanced knowledge of English (written and spoken).
• Experience with Fortinet products is an advantage.

Responsibilities

• Manage technical cases including escalation and resolution.
• Maintain customer communications during case closures.
• Reproduce customer environments to troubleshoot effectively.

Skills

Customer Support

Technical Support

Troubleshooting

Problem Solving

Communication

Education

Bachelor's degree in Computer Science

Bachelor's degree in Software Engineering

Tools

Linux

Windows

TCP/IP

Ruby

Shell Scripting

Job description

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

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
  (written and spoken) other languages are an
  advantage

Office
contract

Key Skills
Ruby,Mac Os,Computer
Networking,Windows,TCP,Customer Support,Linux,Shell
Scripting,VPN,Dns,Technical Support,Troubleshooting
Employment Type : Full-Time
Experience: years

Vacancy: 1