Support Engineering Manager, On Demand Labs

3 weeks ago

Ottawa, 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.

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