Technical Support Manager, ASE Group

Fortinet   •  

Plano, TX

Industry: Technology


Less than 5 years

Posted 137 days ago

This job is no longer available.

Position Overview Description: Oversee the day-to-day function of the Advanced Services Engineer (ASE)support group based in our Plano Technical Support Center. This roll includes the management of a team of engineers who are working on the resolution of customerreported issues. Key Responsibilities:

  • Provide first level supervision to a group of Advanced Services Engineers, managing workload, response, resolution and quality.
  • Monitor and manage support engineer queues and escalate issues as necessary.
  • Onboard new Advanced Services customers.
  • Perform routine case reviews and provide feedback.
  • Participate in the quality calibration and validation process
  • Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
  • Monitor and manage operational and customer satisfaction metrics to meet organizational goals.
  • Provide input to training and development planning and performance evaluations.
  • Manage customer escalations; follow up with customer satisfaction surveys.
  • Highlight serious issues and bugs to engineering and escalation teams for resolution.
  • Report detailed operational statuses to direct leadership to ensure full functional visibility.
  • Build and maintain strong relationships with sales

Job Requirements and Experience:

  • Energized by making customers happy and successful
  • A passion for collaboration and a deep understanding of the Internet security technology
  • Translator between business, technical, and sales people
  • Excellent organizational, analytical and negotiation skills
  • Phenomenal communication skills are a must for this job
  • Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
  • Able to perform well in the face of tight deadlines and tough technical and organizational challenges
  • Steadfast and calm in explosive situations
  • Previous call center experience, preferably supporting data networking products and/or security products is desirable.
  • Strong skills both written and verbal.
  • At least 2+ years of support management experience.
  • Demonstrated leadership skills.
  • At least 2+ years experience with direct customer interaction, preferably in a supervisory role.
  • At least 2+ years experience in a technical support role in a networking/security company or equivalent education
  • Troubleshooting and problem solving skills

Educational Requirements:

  • Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.