Job Description
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 to help improve and expand our product capabilities. As a member of the team, you’ll be responsible for designing and implementing the core services and defining the architecture of the system. We are looking for a highly motivated individual who can thrive in a fast-paced environment and successfully contribute to the team. The ideal candidate will have a can-do attitude, passion for technology, extensive development experience, and will be able to learn quickly.
**Please note that this is not an IT/system administration position.
As Technical Support Engineer, you wil
- Providing direct technical support via the phone and ticketing system to our customers and partners through-out the EMEIA Region.
- Running real-time troubleshooting sessions with partners/customers
- Collecting data and traces for investigation, taking ownership of overall customer satisfaction, recognizing high priority situations and taking appropriate escalation action.
- Analyzing, technical investigation and resolution of reported problems involving the following products: FortiWeb, FortiADC, FortiDDoS, FortiIsolator.
- Engaging DevOps after initial triage for tickets related to cloud solutions products such as FortiAppSec Cloud, FortiDAST, FortiCASB.
- Developing core competency on Fortinet product line and technologies
- Managing multiple issues in parallel, taking responsibility for meeting SLAs
- Reproducing issues, discovered in customer environments, on Fortinet lab equipment.
We Are Looking For:
- Good understanding of Web Application Firewall and Load Balancing concepts, security and vulnerabilities
- Basic working knowledge of PCRE
- Working knowledge of HTTP, DNS, SSL and PKI
- Working knowledge of OSI model and TCP/IP protocol
- Administrative knowledge of Windows, Unix or Linux
- Ability to understand network traffic traces decoded with Wireshark
- Experience with VMware and/or other virtualization or cloud technologies
- Strong troubleshooting and problem-solving skills
- Ability to work with moderate supervision, ability to work under pressure
- Positive, communicative and customer-oriented attitude
- Previous call center experience, preferably supporting data networking products and/or security products is an advantage
- Knowledge of authentication protocols and methods (LDAP, NTLM, Kerberos, SSO, Radius, 2-factor authentication) is an advantage
Additional Skills and Attributes Requirements for Senior Role:
- Prior experience and knowledge of the FortiWeb and FortiADC products.
- In-depth knowledge of HTTP, DNS, SSL and PKI
- Familiarity with API development tools, along with JSON and XML data structures
- Prior experience and knowledge of the FortiDDoS and/or FortiIsolator products is an advantage.
- A solid working knowledge and understanding of the Linux operating system
- LUA and Bash shell scripting language knowledge
Educational and Experience Requirements:
- 1 to 5 years of previous work experience depending on the job level
- Proficient spoken and written English, other languages are an advantage
About Our Team:
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
