Advanced Support Engineer (Spanish + English speaker)

Fortinet is growing and we are expanding our EMEA technical support teams. We are looking for a passionate Advanced Services Engineer to deliver technical support excellence to high-profile customers within the EMEA region.

We require candidates with the ability to identify and resolve problems in a timely manner, gather and analyze information, and skillfully develop alternative solutions for customers.

As a member of the Advanced Services Team, you will build and maintain long-term technical relationships with your customers while providing best-in-class technical solutions. You will collaborate with research and development groups, sales teams, and regional support teams in a fast-paced environment.

This position requires experience in participating in post-sales support escalation processes, including pre-sales experience, and strong customer-facing skills, particularly in the telco and large enterprise sectors.

All positions require strong oral and written communication skills. Oral skills include speaking clearly and persuasively, listening carefully, and responding well to questions in both positive and negative situations. Written skills include the ability to write clearly, provide comprehensive information, and interpret written communication.

Key Responsibilities :

1. Perform advanced troubleshooting on the full range of Fortinet products.
2. Track, maintain, and prioritize technical cases, including proper escalation until case closure.
3. Take initiative and ownership of customer incidents to ensure timely resolutions.
4. Manage customer communications and expectations until case closure.
5. Build and maintain long-term technical relationships with customers.
6. Participate in customer conference calls or face-to-face meetings to discuss technical issues.
7. Reproduce customer environments on lab equipment and recommend potential solutions.
8. Produce reports summarizing service activity and performance.
9. Report software/hardware issues to R&D and follow up on resolutions.
10. Develop best practices for deployment and troubleshooting documentation.
11. Create technical documentation and bulletins to enhance internal and external knowledge bases.

Skills and Attributes Requirements

1. Strong understanding of data networking protocols, especially TCP/IP, routing, and switching.
2. Excellent troubleshooting and problem-solving skills.
3. Effective communication and customer handling skills.
4. Experience with security products and technologies (e.g., firewalls, IDS/IPS, DDoS, VPNs, Web Application Firewalls).
5. Previous experience in a technical support role within the telco and large enterprise sectors.
6. Deep knowledge of Windows, Linux, or Unix systems.
7. Experience with Fortinet products is an advantage.
8. Educational background and experience:
9. 4-6 years in a technical support role.
10. Bachelor’s degree in Computer Science, Software Engineering, or related fields, or equivalent training and experience.
11. Proficiency in English (written and spoken); additional languages are a plus.