Sr Engineer - Global Customer Service Operations

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Minimum Qualifications & Experience

• Graduate with 3-5 years of experience

Other Knowledge & Skills

• Demonstration of problem-solving skills with Fortinet SDWAN Technology.
• Handson experience in IPSEC and BGP
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system or application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.

Required Skills

• customer service
• sdwan
• ipsec
• bgp
• technical support
• fortinet firewall
• troubleshooting