Key Responsibilities
Handle real-time phone and remote support sessions with customers. Provide technical support via web and telephone for Fortinet customers. Troubleshoot and support Fortinet’s security and switching product lines. Collect, analyze, and recommend changes for customer configurations. Analyze customer network information and packet traces for issue resolution. Recommend corrective actions and provide proactive solutions. Educate customers on networking and product-related knowledge gaps. Review technical documentation, bulletins, and release notes to address known issues. Replicate customer environments in lab setups for troubleshooting. Manage technical cases through proper escalation, follow-up, and closure. Ensure effective communication with customers throughout the case lifecycle. Requirements
Experience & Technical Skills
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