TAC Manager - FSIEM

About Fortinet:

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

Job Title:

Technical Assistance Centre Team Manager

Reports to:

Director EMEA Technical Support

Location:

Sophia Antipolis, France

Job Description Summary:

Fortinet is growing and we are expanding our EMEA technical support team, we are looking for a passionate person to manage a team of engineers to deliver technical support excellence to a wide range of customers within the EMEA region. 

As a manager of a technical support team, you will need to manage and provide guidance to the technical support engineers who make up this team.

For this position, you will require management skills to carry out daily management of the team, as well as strong customer facing skills particularly when dealing with customer issues

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.

Key Responsibilities:

• Provide first level supervision to a team of support engineers, managing workload, response, resolution and quality
• Perform routine case reviews and provide feedback 
• Participate in the quality calibration and validation process 
• Carry out annual performance evaluations and communication with all team members
• 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 training and development plans for all team members 
• Manage customer escalations; follow up with customer satisfaction surveys
• Highlight serious issues and bugs to engineering and follow up on their resolution
• Build and maintain strong internal relationships with other groups & teams

Job Requirements and Experience:

• Energized by making customers happy and successful 
• A passion for collaboration and a deep understanding of the Internet security technology 
• Translator between business, technical, and sales people 
• Excellent organizational, analytical and negotiation skills 
• Great communication skills are a must for this job 
• 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 
• Strong English skills both written and verbal
• At least 2+ years of support management experience 
• Demonstrated leadership skills
• At least 2+ experience with direct customer interaction, preferably in a supervisory role
• At least 2+ years experience in a technical support role in a networking/security company or equivalent education 
• Troubleshooting and problem solving skills 

Educational Requirements:

• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable