Senior Technical Support Engineer - Wi-Fi & Switching

Overview

Senior Technical Support Engineer - Wi-Fi & Switching. German language required. This role requires to be in the office 4 days/week. Fortinet is seeking a dynamic ETAC Senior Engineer to contribute to the success of our rapidly growing business.

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. You would act as ETAC Senior Engineer 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.

Responsibilities

• Running real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshooting on the wireless and switching range of Fortinet products.
• Collection, analysis and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace information
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge, etc.
• Consultation of technical documentation, bulletins, and release notes for known problems.
• Reproduction of customer environments on lab equipment.
• Follow up on technical cases, including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case.

We Are Looking For

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
• Strong understanding of Wi-Fi 802.11 networks and 4G LTE experience
• Strong understanding of TCP/IP, routing protocols, and L2/L3 switches
• Experience with security products: firewalls, IPsec, IDS/IPS, and WIDS
• Strong troubleshooting and problem-solving skills
• Extensive working knowledge of Windows, MACOs, UNIX or Linux
• Previous call center experience, preferably supporting data networking products and/or security products, is desirable
• Strong English and German skills both written and verbal
• Positive, communicative, and customer-oriented attitude
• Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
• Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, etc.)
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication, etc.)
• Knowledge of Linux, Perl Scripting, SQL, Python

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. Our team culture emphasizes collaboration, continuous improvement, customer-centricity, innovation, and accountability.

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. 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.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Computer and Network Security

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