Support Engineering Manager, On Demand Labs
1 month ago
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
- 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 a strong drive
- JavaScript experience is preferred
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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