Advanced Services Engineer

Fortinet   •  

Plano, TX

Industry: Software


Not Specified years

Posted 298 days ago

This job is no longer available.

In this very technical, and highly visible role, you will be the primary technical contact delivering managed technical support for premium customers.



• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and analysis of packet trace information
• Recommend actions based on analysis
• Installation and configuration assistance
• Reproduction of customer environments on lab equipment
• Follow up technical cases and manage the right expectation until the closure of the cases
• Conduct status conference calls with customers to report status of open issues and projects.
• Conduct bi-annual service reviews for your managed accounts. 
• Work closely and provide direct technical email and phone support to our customers in the America’s Region (Canada, US)
• Analysis of support request, completion of requests for information and documentation.
• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.



Required Skills
• Must possess strong network security and routing experience.
• Exceptional customer service orientation and strong communication skills.
• MS Word, PowerPoint and Excel skills. 
• Prefer candidates with CCNA, CCNP, CCIE and/or CISSP certifications.  Also prefer candidates with scripting and Windows server app experience.