Advanced Support Engineer

DescriptionFor 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. Business level English is essential and French is highly desirableKey ResponsibilitiesAdvanced troubleshooting on the full range of Fortinet productsTrack maintain and prioritize technical cases including proper escalation until case closureTake initiatives and ownership of customer incidents to drive for timely resolutionsManage customer communications and expectations until the closure of each caseBuild and maintain a long-term technical relationship with your customersParticipate in customer conference calls or face to face customer meetings to discuss technical issuesReproduce customer environments on lab equipment recommend potential new solutionsProduce reports to summarize service activity and performanceReport Software/Hardware related issues to R&D department and assure follow-upDevelop best practices deployment and troubleshooting documentationCreate technical documentation and bulletins to improve internal and external knowledge baseStrong understanding of data networking protocols specifically TCP/IP routing and switchingStrong troubleshooting and problem solving skillEffective communication and customer handling skillsExperience 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 UnixPrevious experience on Fortinet products is an advantageEducational and Experience Requirements:4-6 years of experience in a technical support roleBachelors degree in Computer Science Software Engineering or related field or an equivalent combination of training and experience is desirableAdvanced knowledge of English is essential and French is highly desirable (written and spoken)Office contract#J-18808-Ljbffr