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    Support Engineering Manager, On Demand Labs - Ottawa, Canada - Fortinet

    Fortinet
    Fortinet Ottawa, Canada

    4 days ago

    Default job background
    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. # LI-MIMI
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