Technical Support Manager

at  Fortinet

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a TAC Manager to contribute to the success of our rapidly growing business. This role focuses on management of a team of engineers who are working on the resolution of customer reported issues, with all attention directed at premium service level customers including enterprise and service provider.

AS A TAC MANAGER, YOU WILL:

• Provide first level supervision to a group of Technical Support Engineers, managing workload, response, resolution and quality.
• Monitor and manage support engineer queues and escalate issues as necessary.
• Onboard new Technical Support 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
• Support and motivation of a team working high profile cases, often under pressure from important and high-ranking customer entities.
• Coordination of schedules both locally, and with regionally separated hubs, as part of a follow-the-sun model, to ensure continuous service and to meet expected performance
• At times being placed into global support initiatives and the ability to balance

We Are Looking For :

• Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• An individual who is 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 salespeople
• Individual with an excellent organizational, analytical and negotiation skills
• Phenomenal communication skills, which is a must for this job
• Individual driven to create success in difficult situations, through brilliant problem solving, communication, persistence and maintaining focus on the goal
• Individual who is able to perform well in the face of tight deadlines and tough technical and organizational challenges
• Individual who’s steadfast and calm in challenging 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
• Past experience using AI tools to help the effectiveness of your day-to-day activities and those of your team
• Having the ability to understand the numbers of your direct team and extended team to generate actionable positive path forward
• An individual with a strong growth mindset

Please refer the Job description for details