Fortinet

Support Engineer

• Provide technical support to FortiNAC customers via phone, email, and remote sessions, with a strong focus on troubleshooting and root cause analysis.
• Analyze customer configurations, deployment setups, and network designs, including switches, firewalls, and endpoint connectivity.
• Recreate customer-reported issues in lab environments to validate findings and confirm resolutions.
• Recommend configuration changes or upgrades based on technical assessments and best practices.
• Accurately document case progress, set clear expectations, and ensure timely resolution of support tickets.
• Perform live troubleshooting on customer systems, working collaboratively with customer IT staff.
• Identify, reproduce, and document product bugs or usability issues, and escalate to Engineering as needed.
• Participate in the weekend/holiday on-call rotation.
• Create and maintain internal and customer-facing knowledge base articles to share troubleshooting insights and solutions.

Technical Support Engineer

Systems Engineer

• Lead all technical aspects of the sales cycle, including responding to RFIs, RFPs, and RFQs
• Manage and coordinate Proof of Concept (PoC) activities, working collaboratively with internal teams, partners, and customers
• Serve as the primary technical point of contact for customers and partners, working closely with your sales counterpart to drive successful outcomes
• Understand customer requirements deeply—both expressed and unspoken—and craft solutions that differentiate Fortinet in competitive environments
• Confidently present Fortinet’s solutions in customer meetings, whiteboarding sessions, technical deep dives, and documentation
• Maintain up-to-date knowledge of Fortinet products and solutions, as well as the competitive landscape and emerging threats
• Effectively manage multiple projects and priorities while delivering a consistently positive customer experience
• Ensure accurate and timely documentation of customer and opportunity data in Salesforce

Senior Systems Engineer

Account Manager

• Adopt a proactive approach focused on Customer Success, addressing evolving service needs, maximising value, and promoting adoption.
• Consult with customers to understand their business priorities related to their Fortinet investment and use this insight to develop a Success Plan for Advanced Support engagement.
• Guide the success journey for assigned Advanced Support customers, monitor progress against the Success Plan, and adjust the plan as business needs change.
• Integrate the proactive elements of Fortinet’s Advanced Support programmes into the Success Plan, ensuring alignment with priorities and project timelines.
• Act as the customer’s trusted advisor and primary contact for Services and Support, facilitating meetings, conference calls, and engaging relevant resources for issue resolution and proactive service delivery.
• Ensure Advanced Support delivery across the customer’s organisation meets or exceeds operational KPIs.
• Lead the service delivery team’s engagement with the customer, Fortinet sales teams, and other internal or external stakeholders.
• Establish executive and senior relationships within the customer’s organisation, gaining an understanding of their business practices, drivers, and corporate culture.
• Maintain a thorough knowledge of Fortinet’s support and service capabilities and limitations.
• Address customer satisfaction issues across the organisation and ensure follow-up actions are completed.
• Produce weekly and quarterly reports covering service performance and hardware/software lifecycle management.
• Conduct Quarterly Service Reviews, offering insights into service utilisation, highlighting trends, and providing recommendations for future planning.
• Manage technical and service escalations by hosting calls, facilitating necessary actions, and preparing updates for customers and internal executives.
• Negotiate, document, and communicate a governance structure for each customer, ensuring clarity of roles and responsibilities among all parties involved in the relationship.
• Work closely with account teams to ensure delivery aligns with sales strategy and continually offer insights to create additional revenue opportunities, including successful contract renewals.
• Drive continuous process improvements to enhance both customer satisfaction and employee effectiveness.

Service Relationship Manager

• Drive direct sales engagements into a set of Named Accounts within your assigned territory.
• Create and implement territory plans to achieve deployments of Fortinet solutions to a set of assigned, existing accounts and new logo prospects, within your assigned territory.
• Develop executive relationships with key buyers and influencers and leverage these relationships to achieve quarterly sales goals.
• Coordinate with internal teams to deliver winning contract bids, proposals, RFI/RFP responses, and Statements of Work.
• Negotiate terms of business with clients to achieve mutually beneficial results and long-term partnerships.
• Build and promote the Company’s position as the worldwide leader in Unified Threat Management.

Technical Support Engineer

Senior Systems Engineer

Service Relationship Manager

Named Account Manager – Enterprise