Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. They are strengthened by the industry's highest level of threat research, intelligence and analytics. Unlike pure-play network security providers, Fortinet can solve organizations' most important security challenges, whether in networked, application or mobile environments - be it virtualized/cloud or physical. More than 210,000 customers worldwide, including some of the largest and most complex organizations, trust Fortinet to protect their brands. Learn more at http://www.fortinet.com, the Fortinet Blog or FortiGuard Labs.
Czech Republic [CZ]
Advanced Services Engineer (Technical Support) - Prague (EMCS0767)
Full Time Regular
Advanced Services Engineer - EMEA Technical Assistance Centre
Role based in Prague, Czech Republic
Fortinet is growing and we are expanding our EMEA technical support teams, we are looking for Advanced Services Engineers to work with high profile customers within the EMEA region. We require candidates with the ability to identify and resolve problems in a timely manner, to gather and analyze information and to skillfully develop alternative solutions for customers.
As a member of the Advanced Services Support Team, you will use your deep understanding of network/security architectures and general knowledge about the current trends in the market to help promote product quality, while providing best in class solutions. You will work with research and development groups, sales teams and regional support teams in a fast paced environment. 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.
**Please note that this is not an IT/system administration position.
Provide technical solutions to address customer issues\
- Centrally manage all outstanding customer support issues and provide reports to customers in a timely manner
Prioritize outstanding customer issue and assure timely resolution
Reproduction of customer environments on lab equipment
Follow-up with R&D departments to resolve product issues
Responsible for tracking, maintaining and resolving incident reports and customer support requests
Creation of technical documentation and bulletins to improve internal and external knowledge base
Update and provide guidance on new releases and features to dedicated accounts
Take initiatives and ownership of the problem to drive for results
Provide single point of contact for dedicated customer accounts
Skills and Attributes Requirements:
Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
Administrator level working knowledge of Windows, Linux or Unix skills an advantage
Good understanding of Web application concepts, security and vulnerabilities
Previously worked in a technical support position
Strong troubleshooting and problem solving skills
Effective communication skills
Educational and Experience Requirements:
Eight years or more experience
Minimum of a BS or BA degree required
Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
Advanced knowledge of English (written and spoken), other languages are an advantage