Fortinet is currently looking for an Advanced Support Manager to join our Advanced Support organization. Along with having previous supervisory experience, the ideal candidate will be energetic and passionate about working for Fortinet and supporting our Advanced Support team. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge in network security.

EXPERIENCE:

• At least 2+ years of support management experience.
• Demonstrated leadership skills.
• Excellent organizational skills.
• Highly desirable to have worked with Fortinet products.
• At least 2+ 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.
• Understanding of TCP/IP, routing protocols, L2/L3 switches
• Experience working in with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
• Troubleshooting and problem solving skills
• Working knowledge of Windows, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• Strong English skills both written and verbal.

PROFESSIONAL REQUIREMENTS

• 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
• Strong preference for Arabic/English speaker

EDUCATIONAL REQUIREMENT:

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

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• Provide first level supervision to a group of Technical Account Managers and Advanced Support Engineers, managing workload, response, resolution and quality.
• Be the escalation point for direct reports and our customers.
• Monitor and manage support engineer queues and escalate issues as necessary.
• 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.
• Build and maintain strong relationships with sales
• Participate in the lifecycle of a services subscription business by being in involved in scoping, renewal negotiations, including the upsell of services
• Drive a high level of customer satisfaction, measured by ticket and quarterly Advanced Support surveys