Fortinet Advanced Support Engineer - Sydney 

Australia, New South Wales, Sydney 

35619176

As an Advanced Support Engineer, you will:

• Advance 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.

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• 4-6 years of experience in a technical support role.
• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching.
• Strong troubleshooting and problem solving skill.
• 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.
• 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.
• Relevant professional certifications such as NSE7, NSE8, CCNP, CCSP, CISSP.