Overview
Support Engineering Manager, On Demand Labs Jobs in Ottawa – Ontario at Fortinet
Title: Support Engineering Manager, On Demand Labs
Company: Fortinet
Location: Ottawa – Ontario
Category: IT/Tech, Engineering
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
