Manager Software

Chicago, IL


  • Provide first level supervision to a group of Level 1-3 support engineers, managing workload, response, resolution and quality.
  • Monitor and manage support engineer queues and escalate issues as necessary.
  • Perform routine case reviews and provide feedback. 
  • Participate in the quality calibration and validation process
  • Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
  • Monitor and manage operational and service quality metrics to meet organizational goals.
  • Provide input to training and development planning and performance evaluations.
  • Manage customer escalations; follow up with customer feedback.
  • Build and maintain strong relationships with sales.
  • Act as a communication and escalation bridge between local service/support and sales with that of regional/global service/support team and development team for support related escalations.


  • At least 5 to 8 years of relevant experiences
  • Proficient in TCP/IP, routing protocols, L2/L3 switches
  • Experience with other security products firewalls, IPsec, IDS/IPS, Anti-Spam, virus scanning, UTM
  • Troubleshooting and problem solving skills
  • Advanced knowledge of Windows
  • Support center experience, preferably supporting data networking products and/or security products is desirable.
  • Excellent verbal and written communication skills and the ability to work optimally in a team environment
  • Excellent time management skills and a strong sense of urgency
  • Preferably with thorough understanding of core Fortinet products and understanding of Advanced Technologies product lines
  • Also prefer candidates with scripting experience for python, and exceptionally good debugging skills (for debugging config syntax, errors, etc)
  • Bachelor's degree or equivalent, MBA preferred

We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at


Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

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