Advanced Support Engineer Team Lead

• Job Identification 19307
• Job Category Technical Support
• Posting Date 04/03/2025, 06:00 AM
• Job Schedule Full time

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Advanced Support Engineer Team Lead to contribute to the success of our rapidly growing business.

We are looking for a passionate Team Leader who can lead our highly skilled Advanced Support Engineer (ASE) Team.

As an ASE Team Lead, you will have the functional responsibility of handling ASE operations.

The ASE Team Lead is responsible for overseeing the daily operations of the ASE team as well as participating as an active member of the team.

This position will partner with the Advanced Support (AS) managers to deliver Customer Success to Fortinet's Advanced Support customer base. The ASE Lead will be expected to lead by example, handle daily operations, organize work, handle escalations, help on building operational reports, and to upskill ASEs with Enhanced technology ticket trends.

In this role, you will participate in building and maintaining long-term technical relationships with premium customers, providing best-in-class technical solutions. You will work with research and development groups, sales teams, and regional support teams in a fast-paced environment.

The ideal candidate will demonstrate Team Lead experience in post-sales support escalation processes, which includes pre-sales interactions, as well as strong customer-facing skills particularly in the telco and large enterprise space.

This 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. This position also requires the ability to write clearly to provide full information as well as to understand and interpret written information.

As an Advanced Support Engineer Team Lead, you will:

• Oversee the day-to-day operations of the ASE team.
• Manage the operations including ticket assignments, arranging resource for AS service requests, and ASE ticket SLA monitoring.
• Coordinate with the Customer Service (CS) team to arrange resources to assist AS customers and call-back assignment.
• Manage ASE call queue coverage, availability and arrange ad-hoc resources for waiting calls.
• Manage weekend ASE rostering, public holiday coverage and ASE PTO planning (align with POD Managers) to ensure adequate operational coverage.
• Deliver as a senior member who will drive customer satisfaction through customer support.
• Act as a mentor and provide oversight, coaching, and guidance to the ASE team.
• Support the AS Manager in charge with technical escalations from the ASE team, as needed.
• Assist AS managers to understand Enhanced Technology ticket trends and provide inputs on ASE training and upskilling programs.
• Support the AS Manager in charge to guide the ASE team in identifying bugs and reporting it to the Engineering Team, as needed.
• Assist POD managers in onboarding new ASE team members.
• Ensure that all customer inquiries and issues are resolved in a prompt and professional manner.
• Work to create any relevant support material for the ASE team.
• Perform ASE roles and responsibilities to manage limited customer accounts.

We Are Looking For:

An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:

• 6-7 years of experience in a technical support role.
• Proven leadership skills and people management.
• Previous experience in managing customer-focused teams.
• Proven experience in managing a service and support focused team culture.
• Strong troubleshooting and problem-solving skills.
• Able to multi-task efficiently under time pressure and work with cutting-edge technology.
• Effective communication and customer handling skills.
• Strong analytical skills to investigate and resolve customer support tickets.
• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching.
• Experience in security products and technologies (e.g. Firewalls, IDS/IPS, DDoS, VPN, Web application Firewall).
• Previously worked in a technical support position with the telco and large enterprise space.
• Deep working knowledge of Windows, Linux or Unix.
• Previous experience on Fortinet products is an advantage.
• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
• Advanced knowledge of English (written and spoken) other languages are an advantage.
• Relevant professional certifications such as NSE7, NSE8, CCNP, CCSP, CISSP.

Why Join Us:

At Fortinet, we embrace diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive Total Rewards package to support you with your overall health and financial well-being. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.