Job Description Summary:

Fortinet is growing and we are expanding our Advanced support team. We are looking for a passionate Advanced Support Manager to manage a team of engineers to deliver technical support excellence to high profile customers within the region. 

As an Technical Account Mgmt, you will need to build and maintain long-term relationships with our customers, as well as providing guidance to a team of Technical Account Managers and Advanced Support Engineers. 

This position requires both management skills to carry out day-2-day supervision of the team, as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers.

The position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills particular in the telco and large enterprise space. 

 

Key Responsibilities:

Provide first level supervision to a team of Technical Account Managers and Advanced Support Engineers managing workload, response, resolution and quality Assist with the recruitment process by conducting interviews and ensure new hires are onboarded successfully, provide ongoing mentorship, guidance and conducting weekly 1-2-1 sessions, PDP guidance and completion of reflect. Monitor and manage support queues and escalate issues as necessary  Responsible for operational excellence utilizing tools available such as the Ops dashboard and being ahead of performance and KPI measurements such as SLA violations and call answer rates Perform case reviews and provide feedback to the team ensuring there is continuous improvement Responsible for onboarding of new customers, explaining the service purchased and continually driving value through service points consumption to ensure a successful renewal Be flexible to work with the Sr. Manager, Advanced Support on higher priority tasks Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.  Manage customer escalations; follow up with customer satisfaction surveys. Highlight serious issues and bugs to engineering and escalation teams for resolution. Ensure TAMs and ASEs have the proper training, tools and environment according to business needs Strong troubleshooting and problem solving skills Previously worked in a technical support position with the telco and large enterprise space. Demonstrated leadership skills Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects Review bug-scrub, upgrade test and best practices documents created by the TAMs and ASEs for their Premium customers

 

Skills and Attributes Requirements:

Energized by making customers happy and successful  Translator between business, technical, and sales people  Excellent organizational, analytical and negotiation skills  Effective communication and customer management skills Excellent written and verbal communication skills Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence  Able to perform well in the face of tight deadlines and tough technical and organizational challenges  Steadfast and calm in explosive situations Previous call center experience, preferably supporting data networking products and/or security products is desirable. 

 

Educational and Experience Requirements:

Experience in a high technical support/post-sales role Experience with direct customer interaction, preferably in a supervisory role Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable