Advanced Support Engineer

Fortinet, Inc.; Valbonne; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading cybersecurity company in France is seeking a Technical Support professional. This role involves troubleshooting Fortinet products, managing technical cases, and maintaining customer relationships. The ideal candidate will have 4-6 years of experience in technical support, a Bachelor's degree in a related field, and strong communication skills. Knowledge of data networking protocols and experience with security technologies are essential. Fluency in English is required, with French being highly desirable.

Qualifications

• 4-6 years of experience in a technical support role.
• Advanced knowledge of English is essential and French is highly desirable.
• Previously worked in a technical support position with telco and large enterprise.

Responsabilités

• Advanced troubleshooting on the full range of Fortinet products.
• Manage customer communications and expectations until case closure.
• Build and maintain a long-term technical relationship with customers.
• Report Software/Hardware related issues to R&D and assure follow-up.

Connaissances

Advanced troubleshooting

Effective communication

Problem solving

Customer handling

Understanding of data networking protocols

Experience in security products and technologies

Formation

Bachelor’s degree in Computer Science or related field

Outils

Windows

Linux

Unix

Description du poste

Sophia Antipolis, Alpes-Maritimes, France and 2 more

Job Info

• Job Identification 19662
• Job Category Technical Support
• Posting Date 12/09/2025, 11:16 AM
• Job Schedule Full time

Job Description

Office based 4 days a week

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
• 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 is essential and French is highly desirable (written and spoken)