Technical Support Engineer - FortiManager/ FortiAnalyzer

Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Support Engineer to contribute to the success of our rapidly growing business.

You would act as a Technical Support Engineer role to provide exceptional customer service for our loyal customers. The ideal candidate is energetic and passionate about working for Fortinet and supporting our customers while developing good and respected relationships with internal and external customers. This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

As a Technical Support Engineer, you will:

• Document and manage reported technical issues 
• Monitor and respond to customer inquiries accurately and with a sense of urgency 
• Manage customer communication, assuring timely status updates and issue resolution 
• Collaborate within the company, escalating issues and engaging others to solve difficult problems 
• Work directly with customers/partners through phone, email and ticket management systems to resolve issues and fulfil requests 
• Calm and patient attitude to listen to problems.  Perform research and lab testing to drive a reported issue towards a resolution 
• Take ownership of overall customer satisfaction, recognize high-priority situations and take appropriate escalation action. 
• Manage multiple issues in parallel, taking responsibility for meeting SLAs

We Are Looking For:

• Strong understanding of data networking protocols, specifically TCP/IP, routing and switching 
• Administrative knowledge of Windows and Linux 
• Experience with one or more of the following products (FortiManager, FortiAnalyzer, FortiGate) is desirable 
• Fortinet NSE4 and/or NSE5 certifications or related industry certifications is an advantage 
• Ability to understand network traffic traces decoded with Wireshark 
• Experience with VMware or other virtualization or cloud technologies 
• Good understanding of Web application concepts, security and vulnerabilities 
• Previous experience with network management and log analysis tools would be an advantage 
• Database knowledge is an advantage 
• Python, Perl and Bash shell scripting language knowledge is an advantage 

About Our Team:

Join the TAC team, known for its collaborative ethos, working seamlessly with a variety of specialized groups to ensure a comprehensive and seamless technical support experience. Working with these diverse teams ensures a holistic approach to customer service, product quality, and technological innovation, leading to a robust support infrastructure and continuous improvement in technical support services and product offerings. Our team culture emphasizes collaboration, continuous improvement, customer-centricity, innovation, and accountability. By embedding these values into our ethos and culture, we create a dynamic and supportive environment that drives excellence and innovation while maintaining a strong focus on our customers' needs and satisfaction.

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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