Support Engineering Manager

1 month ago

Ottawa ON, Canada Fortinet Full time

Description
Fortinet is looking for a Support Engineering Manager to join a high-performing product engineering team specialized in design and development of enterprise grade security products. They will work closely with infrastructure, security, operations and development teams to provide scalable self-service architecture and support for our customers, partners and employees.
Job Responsibilities:
# Establish the content, strategies, and persona for various support channel based automated solutions
# Create client-facing deliverables with a specialized focus on user interaction and experience
# Achieve operational excellence by automating processes and creating maintainable, supportable, and testable solutions
# Keep up with technology trends and innovations in your field(s) of practice
# Provide operational support and troubleshooting for your team's products and services
# Build and share technical expertise with your Agile team and other members of the organization
# Provide first level supervision to a group of Level 2 support engineers, managing workload, response, resolution and quality. Scope initiatives accurately and prioritize work items appropriately
# Monitor and manage support engineer queues and escalate issues as necessary
# Perform routine case reviews and provide feedback
# 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 operations, infrastructure, security and development

Job Experience Required:
~ Practical experience with conversational AI vendors like: Google (Dialogflow)
~ Exceptionally strong English skills, both written and verbal
~ Mid-career level with 5+ years of support engineering or other relevant IT work experience
~2+ years of experience in customer facing support
~2+ years of experience in writing technical documentation / knowledge base articles
~ Strong understanding of TCP/IP, routing protocols, L2/L3 switches
~ Knowledge of virtualization platforms (VMware, KVM preferred)
~ Strong problem-solving and communication skills
~ Willingness to work in a highly collaborative environment
~ Solid understanding of IT security best practices
~ Experience designing, implementing, and supporting complex technical solutions
~ Solid understanding and significant experience with modern software development practices, tools, and hardware technologies
~ Self-starter with strong drive
~ JavaScript experience is preferred

Educational Requirement:
Bachelor's degree in computer science, software engineering or related field, or an equivalent combination of training and experience is desirable. # LI-MIMI
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