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- Tasks: Deliver top-notch technical support and build lasting relationships with high-profile customers.
- Company: Join Fortinet, a leader in cybersecurity, expanding its EMEA technical support teams.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Why this job: Be part of a dynamic team solving real-world tech challenges in a fast-paced environment.
- Qualifications: 4-6 years in technical support, strong troubleshooting skills, and a degree in a related field.
- Other info: Office-based 4 days a week, with a focus on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Office based 4 days per week. Must speak English and local language. 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; to gather and analyze information and to skillfully develop alternative solutions for customers. As a member of the Advanced Services Team, you will build and maintain a long-term technical relationship with your customers, while providing best in class technical 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 particularly 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.
Key Responsibilities- Advanced troubleshooting on the full range of Fortinet products
- Track, maintain and prioritize technical cases including proper escalation until case closure
- Take initiatives and ownership of customer incidents to drive for timely resolutions
- Manage customer communications and expectations until the closure of each case
- Build and maintain a long-term technical relationship with your customers
- Participate in customer conference calls or face to face customer meetings to discuss technical issues
- Reproduce customer environments on lab equipment, recommend potential new solutions
- Produce reports to summarize service activity and performance
- Report Software/Hardware related issues to R&D department and assure follow-up
- Develop best practices deployment and troubleshooting documentation
- Create technical documentation and bulletins to improve internal and external knowledge base
- Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
- Strong troubleshooting and problem solving skills
- Effective communication and customer handling skills
- Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDoS, VPN, Web application Firewall)
- Previously worked in a technical support position with the telco and large enterprise space
- Deep working knowledge of Windows, Linux or Unix
- Previous experience on Fortinet products is an advantage
- 4-6 years of experience in a technical support role
- Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
- Advanced knowledge of English (written and spoken); other languages are an advantage
Advanced Support Engineer in London employer: Fortinet, Inc.
Contact Detail:
Fortinet, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Advanced Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Fortinet or in similar roles on LinkedIn. Ask them about their experiences and any tips they might have for landing the job. You never know, they might even refer you!
✨Tip Number 2
Prepare for the interview by practising common technical questions related to data networking protocols and troubleshooting. We recommend setting up mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Be ready to discuss specific examples where you identified and resolved issues quickly. This will demonstrate your ability to handle customer incidents effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Advanced Support Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Advanced Support Engineer role. Highlight your experience with technical support, especially in the telco and large enterprise space. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills: Since strong communication is key for this role, make sure to demonstrate your written communication skills in your application. Use clear and concise language to convey your experiences and achievements.
Highlight Problem-Solving Experience: We love candidates who can think on their feet! In your application, share specific examples of how you've identified and resolved technical issues in the past. This will show us you're ready for the challenges ahead.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Fortinet, Inc.
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of data networking protocols, especially TCP/IP, routing, and switching. Familiarise yourself with Fortinet products and any relevant security technologies like firewalls and VPNs. Being able to discuss these topics confidently will show that you're the right fit for the Advanced Support Engineer role.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled technical issues in the past. Think about times when you had to troubleshoot complex problems or manage customer expectations. This will demonstrate your ability to think critically and resolve issues efficiently, which is key for this position.
✨Practice Your Communication Skills
Since strong oral and written communication skills are a must, practice explaining technical concepts in simple terms. You might be asked to describe a technical issue to someone without a tech background, so being clear and persuasive is essential. Don't forget to listen carefully during the interview; it shows you're engaged and can respond thoughtfully.
✨Prepare for Customer Interaction Scenarios
Expect questions about how you would handle customer interactions, especially in challenging situations. Think of examples where you've built long-term relationships with clients or resolved conflicts. This will highlight your customer-facing skills and your ability to maintain professionalism under pressure.
