Advanced Support Engineer

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Fortinet is expanding its EMEA technical support teams and is seeking a passionate Advanced Services Engineer to deliver technical support excellence to high-profile customers within the region.

This role requires the ability to identify and resolve problems promptly, gather and analyze information, and develop alternative solutions. As part of the Advanced Services Team, you will build and maintain long-term technical relationships with customers, collaborating with R&D, sales, and regional support teams in a fast-paced environment.

Candidates should have experience in post-sales support escalation processes, pre-sales experience, and strong customer-facing skills, especially in telco and large enterprise sectors. Excellent oral and written communication skills are essential.

Key Responsibilities:

• Perform advanced troubleshooting on Fortinet products
• Manage and prioritize technical cases, ensuring proper escalation
• Take ownership of customer incidents for timely resolution
• Communicate effectively with customers and manage expectations
• Develop and maintain technical relationships with clients
• Participate in customer calls and meetings to resolve technical issues
• Reproduce customer environments in lab settings and recommend solutions
• Produce reports on service activity and performance
• Report issues to R&D and follow up
• Develop best practices, troubleshooting documentation, and technical bulletins

Skills and Attributes:

• Strong understanding of networking protocols, especially TCP/IP, routing, and switching
• Excellent troubleshooting and problem-solving skills
• Effective communication and customer handling skills
• Experience with security products (Firewalls, IDS/IPS, VPNs, Web Application Firewalls)
• Experience in technical support within telco and large enterprise environments
• Knowledge of Windows, Linux, or Unix
• Fortinet product experience is a plus
• 4-6 years in a technical support role
• Bachelor’s degree in Computer Science, Software Engineering, or related field; equivalent training/experience acceptable
• Proficiency in English; additional languages are advantageous
• Fortinet certification (NSE 4 / FCP_NSE) preferred but not required

Additional Details:

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Information Technology
• Industry: Computer and Network Security

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