Advanced Support Engineer

Fortinet, Inc.; Deutschland; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

A leading company is seeking a candidate for a technical support role focused on post-sales support in the telco and enterprise sectors. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and experience with security products. This position offers a hybrid working model, allowing for both office and remote work.

Qualifikationen

• 4-6 years of experience in a technical support role.
• Business-level English and German are essential.

Aufgaben

• Perform advanced troubleshooting on Fortinet products.
• Manage customer communications and expectations throughout each case.
• Build and maintain long-term technical relationships with customers.

Kenntnisse

Communication

Problem Solving

Troubleshooting

Ausbildung

Bachelor's degree in Computer Science

Tools

Windows

Linux

Unix

Fortinet products

Jobbeschreibung

Job Description

We are seeking a candidate with experience in post-sales support escalation processes, including pre-sales experience and strong customer-facing skills, particularly in the telco and large enterprise sectors.

All roles require excellent oral and written communication skills. Oral skills include speaking clearly and persuasively, listening carefully to understand fully, and responding effectively to questions in both positive and negative situations. Written skills involve providing clear, comprehensive information and understanding written communications. Business-level English and German are essential.

Key Responsibilities:

• Perform advanced troubleshooting on the full range of Fortinet products.
• Track, maintain, and prioritize technical cases, including proper escalation until resolution.
• Take ownership of customer incidents to ensure timely resolutions.
• Manage customer communications and expectations throughout each case.
• Build and maintain long-term technical relationships with customers.
• Participate in customer conference calls or face-to-face meetings to discuss technical issues.
• Reproduce customer environments on lab equipment and recommend potential solutions.
• Produce reports summarizing service activity and performance.
• Report software/hardware issues to the R&D department and follow up accordingly.
• Develop best practices for deployment and troubleshooting documentation.
• Create technical documentation and bulletins to enhance internal and external knowledge bases.
• Have a strong understanding of data networking protocols, especially TCP/IP, routing, and switching.
• Demonstrate strong troubleshooting and problem-solving skills.
• Exhibit effective communication and customer handling abilities.
• Possess experience in security products and technologies such as Firewalls, IDS/IPS, DDoS, VPN, and Web Application Firewalls.
• Have previous experience working in technical support within the telco and large enterprise sectors.
• Deep working knowledge of Windows, Linux, or Unix operating systems.
• Experience with Fortinet products is advantageous.

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 equivalent training and experience.
• Advanced proficiency in English (written and spoken); knowledge of additional languages is a plus.

Position offered as an office contract with a hybrid working model: 3 days in the office and 2 days remote.