Support Engineering Manager, On Demand Labs

4 weeks 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:
  1. Establish the content, strategies, and persona for various support channel based automated solutions
  2. Create client-facing deliverables with a specialized focus on user interaction and experience
  3. Achieve operational excellence by automating processes and creating maintainable, supportable, and testable solutions
  4. Keep up with technology trends and innovations in your field(s) of practice
  5. Provide operational support and troubleshooting for your team's products and services
  6. Build and share technical expertise with your Agile team and other members of the organization
  7. 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
  8. Monitor and manage support engineer queues and escalate issues as necessary
  9. Perform routine case reviews and provide feedback
  10. Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools
  11. Monitor and manage operational and customer satisfaction metrics to meet organizational goals
  12. Provide input to training and development planning and performance evaluations
  13. Manage customer escalations; follow up with customer satisfaction surveys
  14. 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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