Technical Support Manager

3 weeks ago

Ottawa, Ontario, Canada Fortinet Full time
About the Role

We are seeking a highly skilled Technical Support Manager to join our team at Fortinet. As a key member of our customer-facing team, you will be responsible for managing a team of technical support engineers, ensuring timely and effective resolution of customer issues, and driving customer satisfaction.

Key Responsibilities
  • Lead a team of technical support engineers, providing guidance and oversight to ensure excellent customer service.
  • Monitor and manage support engineer queues, escalating issues as necessary to ensure timely resolution.
  • Onboard new customers, ensuring a seamless experience and setting the stage for long-term success.
  • Perform routine case reviews, providing feedback to engineers and identifying areas for improvement.
  • Participate in quality calibration and validation processes to ensure consistency and excellence.
  • 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, as well as performance evaluations.
  • Manage customer escalations, following up with customer satisfaction surveys to ensure ongoing improvement.
  • Highlight serious issues and bugs to engineering and escalation teams for resolution.
  • Report detailed operational statuses to direct leadership to ensure full functional visibility.
  • Build and maintain strong relationships with sales teams to drive business growth.
  • Support and motivate a team working high-profile cases, often under pressure from important and high-ranking customer entities.
  • Coordinate schedules locally and with regionally separated hubs to ensure continuous service and meet expected performance.
About Our Team

Join the Fortinet TAC Ottawa team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams, and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We foster an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges.

Why Join Us

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet, bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

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