Fortinet TAC Manager - Fortimail Email Security 

Czechia, Prague, Prague 

491005513

Reports to:

Director EMEA Technical Support

Prague, Czech Republic.

Job Description Summary:

As a manager of a technical support team, you will need to manage and provide guidance to the technical support engineers who make up this team.

For this position, you will require management skills to carry out day-2-day management of the team, strong customer facing skills particular when dealing with customer issues as well technical competence relating to the products and technologies supported by the team.

The position requires 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:

• Provide first level supervision to a team of support engineers, managing workload, response, resolution and quality
• Perform routine case reviews and provide feedback
• Participate in the quality calibration and validation process
• Carry out annual performance evaluations and communication with all team members
• 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 training and development plans for all team members
• Manage customer escalations; follow up with customer satisfaction surveys
• Highlight serious issues and bugs to engineering and follow up on their resolution
• Build and maintain strong internal relationships with other groups & teams

Job Requirements and Experience:

• Energized by making customers happy and successful
• A passion for collaboration and a deep understanding of the Internet security technology
• Excellent organizational, analytical and negotiation skills
• Great 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
• Strong English skills both written and verbal
• At least 2+ years of support management experience
• Demonstrated leadership skills
• 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
• Troubleshooting and problem solving skills with email systems, sandboxing and VoIP systems
• Prior knowledge of FortiMail, FortiSandbox and FortiVoice an advantage

Educational Requirements:

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