Technical Support AI Program Lead

We are seeking a dynamic and experienced individual to spearhead our new role of Internal Technical Support AI Program Lead. In this pivotal position, you will be an individual contributor responsible for leading the definition and co-delivery of AI and ML custom applications tailored to meet the evolving needs of Fortinet’s post sales organization. You will work closely with internal stakeholders to gather requirements, translate them into actionable specifications, and ensure successful project execution in partnership with R&D and IT teams. The ideal candidate will possess a blend of technical expertise, project management skills, and a customer-centric mindset.

Primary Responsibilities:

Specification definition and co-delivery of AI and ML Applications:

• Lead the specification and co-delivery process of AI and ML custom applications in partnership with IT and R&D resources, ensuring alignment with end user and organizational goals and objectives.
• Utilize your in-depth knowledge and real-world experience in AI and ML to drive innovation and excellence in support, services, and education application definition and delivery.
• Play a lead role in driving understanding and acceptance of the principles and needs of AI and ML based support enhancements in order to gain support from leadership and management alike for investment in the requisite skills and tools.
  Change Management:
• Facilitate change management activities and communications to ensure smooth adoption of AI applications within the organization.
• Provide guidance and support to stakeholders to mitigate resistance and drive acceptance of technological changes.

Customer Focus:

• Maintain a strong customer focus, both internal and external, by understanding their needs, challenges, and expectations.
• Proactively engage with stakeholders to gather feedback, address concerns, and ensure satisfaction throughout the project lifecycle.

Strong Communication Skills:

• Communicate effectively with cross-functional teams, providing regular updates on project progress, milestones, and challenges.
• Serve as a liaison between technical and non-technical stakeholders, bridging communication gaps and fostering collaboration.
  Adaptability:
• Thrive in a rapidly changing environment by demonstrating flexibility, resilience, and a proactive approach to problem-solving.
• Embrace new technologies, methodologies, and best practices to drive continuous improvement and innovation.

On-Time Delivery:

• Maintain a track record of delivering projects on time while adhering to quality standards and best practices.
• Proactively identify and mitigate risks that may impact project timelines or deliverables.

Secondary Skills:

• Support or Customer Success Background: Previous experience in support or customer success roles can provide valuable insights into customer needs and expectations.
• Product Management Experience: Experience in product management can enhance your ability to drive product development, roadmap planning, and prioritization.

Qualifications:

• Minimum of 5 years of total experience in relevant roles, with a focus on AI, ML, project management, and customer engagement.
• Bachelor’s degree in computer science, engineering, or related field. 
• Proven track record of successfully delivering AI and ML projects from conception to completion.
• Strong understanding of AI/ML technologies, algorithms, and frameworks.
• Excellent interpersonal skills with the ability to build rapport and influence stakeholders at all levels.
• Certification in project management (e.g., PMP) is a plus

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being.

Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.

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